Main area First Line Support Associate Grade NHS AFC: Band 3 Contract Permanent Hours Full time - 37.5 hours per week (IT Servicedesk hours are 8am to 8pm Mon-Fri and 8-4 Saturday. Staff will be part of rota to cover these hours.) Job ref 848-BHC-025-26
Site Central Court Town Orpington Salary £29,651 - £31,312 pa Salary period Yearly Closing 03/02/2026 23:59 Interview date 26/02/2026
Bromley Healthcare, a community interest company, delivers a diverse range of services encompassing community nursing (e.g., district nursing, health visiting, specialist nursing) and therapy services catering to individuals across all age groups. Stemming from the community provider unit of NHS Bromley, we boast extensive experience in serving the Bromley populace over many years.
Working at Bromley Healthcare offers a fulfilling experience. Our distinctive service delivery approach and commitment to hearing every employee's voice ensure a gratifying career journey. As a Social Enterprise, we embrace an innovative approach to healthcare delivery, combining the traditional strengths of the NHS, such as robust training and development opportunities, with the flexibility to reinvest surpluses into community initiatives.
Employees of Bromley Healthcare whose role may be at risk will receive priority consideration.
Applicants for roles involving driving responsibilities will be required to provide proof of business insurance.
Job overview
The First Line Support Associate in the IT team plays a crucial role in ensuring the smooth operation of our organisation's technology infrastructure. The primary responsibility will be to provide timely and effective technical support to end-users, addressing a wide range of hardware and software issues. From troubleshooting software applications to resolving hardware malfunctions, the postholder will be the first point of contact for individuals seeking assistance with IT-related matters.
The First Line Support Associate is responsible for logging reported faults and requests for the 1,500 Bromley Healthcare users using the Service Desk software and providing first-line technical assistance.
Service Desk hours are 8:00 am to 8:00 pm, Monday through Friday, and 8:00 am to 4:00 pm on Saturday. The candidate will be assigned shifts on a rota basis covering these hours in the week and at weekends.
Main duties of the job
* Participate in all duties relating to First Line IT Support, including, but not limited to serving as the SPOC (Single & first point of contact) for users seeking technical assistance over the phone, walk‑in, email, chat or via the self‑service portal.
* Support service users in the Central Court tech bar.
* Use technical knowledge and skills to provide first‑line telephone technical support to all levels of staff across Bromley Healthcare and its customer sites for the range of IT systems, including but not limited to:
o MS Office and Office 365
o E‑mail
o Windows 11
o Smartphones and tablets using IOS & Android operating systems.
o Hardware (Laptops/Desktops/Smartcards/printers and scanners)
o Setting up and administering user accounts using Active Directory
o Setting up and administering email accounts.
o Managing network folder access
o Management of accounts and permissions on bespoke systems
o Supporting other bespoke systems
Working for our organisation
Bromley Healthcare, as a community interest company, offers an extensive array of services ranging from community nursing, including district nursing and health visiting, to specialised nursing care, along with therapy services catering to individuals across various age groups.
Detailed job description and main responsibilities
* Log detailed and accurate reported events, incidents and service requests on the service desk (ITSM) tool.
* Investigate support issues and elevate as and when required to the Service Desk Manager (SDM) or other teams as appropriate.
* Update and action assigned tickets in a timely, accurately classified and appropriately detailed manner.
* Assure that the agreed SLA are being met for all the tickets.
* Undertake daily morning checks assigned to the Service Desk when requested to do as well as weekly, monthly and quarterly checks and audits.
* Contribute to service improvement, making suggestions to optimise performance and automation within the Service Desk.
* Provide prompt feedback and updates on requests to service users. Using effective written and verbal communication skills, explain complex IT solutions in a polite, clear and comprehensive manner that all users are able to understand.
* When required, assign reported incidents and service requests to the relevant internal or external product specialist, for 2nd or 3rd line support. Work with these teams to research and provide solutions to complex technical problems. Learn from and use this expertise in future to benefit customers and the Service Desk team.
* Liaise with 3rd party suppliers involved to fix outstanding issues and provide feedback to the customer. Escalate outstanding issues to 2nd and 3rd line support.
* Support user management and JML (joiner, mover and leaver) processes, including corporate induction day support.
* Provide reports, using the ITSM software, for the SDM and other senior staff as and when requested.
* Support users on the external network on the phone and using remote control software.
* Assist the SDM in managing daily backups and file restorations.
* Contribute to creating and updating knowledge base articles and SOPs.
* Be largely responsible for managing their own workload and working with minimum supervision from their line manager.
* Undertake other responsibilities from time to time as agreed with the IT Service Desk Manager.
* Able to work during the service desk support hours in your assigned shifts on a rota basis, including, if required, weekend and evening shifts.
Qualifications
* GCSE or equivalent passes at grade 4 or above. Specialist IT related qualification or equivalent experience.
Specific Skills
* Customer focussed with excellent written and oral communication skills.
* Windows 11 and Knowledge of NHS Mail
Experience
* Experience in an Information Technology (IT) related support field
* Good operational use of MS Office product suite
* Experience of working in a busy team environment managing multiple priorities and deadlines effectively.
* Works effectively and flexibly individually and as part of a team to meet the needs of the service
* IT Support within NHS environment
We are dedicated to caring for our service users and their loved ones, as well as ensuring the wellbeing of our colleagues. That's why we strongly encourage all colleagues to avail themselves of the Coronavirus vaccination.
To get a sense of what it's like to work with Bromley Healthcare, you can visit our YouTube channel at the following link: YouTube Channel .
Salary is determined by NHS experience and current banding/pay point. External applicants will begin at the entry point of the salary scale in line with NHS terms and conditions.
At Bromley Healthcare, we are fully committed to fostering a diverse and inclusive culture where all colleagues feel supported, nurtured, and celebrated. Discrimination of any protected characteristic is not tolerated. Diversity and inclusion are key components of our People Strategy, as an equal opportunities employer, we are particularly eager to enhance Black, Asian, and Minority Ethnic (BAME) representation across Bromley Healthcare, especially at senior levels.
We welcome applicants with a disability. We are able to support reasonable adjustments throughout the interview process, please let us know if you require any.
We understand the importance of balancing work and life, so we offer our staff a variety of flexible working options from day one. These include:
* Compressed hours
* Part‑time
* Job shares
We encourage you to discuss this with your hiring manager, who will take your individual circumstances into account alongside the service needs.
We eagerly anticipate welcoming you to a rewarding career with Bromley Healthcare. Please note that all offers of new employment with Bromley Healthcare are subject to a six‑month probationary period.
Bromley Healthcare CIC is an NHS community provider and an integral part of the NHS family. However, we pride ourselves on being different; as a co‑owned social enterprise, Bromley Healthcare CIC is owned by its employees. This ensures that our staff remain under NHS Agenda for Change Terms and Conditions and are members of the NHS pension scheme (provided they are eligible). If not, we offer the Nest or Scottish Widows pension schemes.
* Please ensure you check your emails regularly, as this is our primary mode of communication throughout the recruitment process. As a general guideline, interviews typically occur within 2 weeks of the closing date.
* When providing employment reference details, please ensure you provide accurate work‑related email addresses so references can be promptly sought when progressing your application. Your referees must be individuals known to you in a line manager or professional lead capacity.
* All staff identified as AT‑RISK who meet the requirements of the post will be prioritized accordingly.
* The Trust utilizes the TRAC systems recruitment platform to administer all stages of the recruitment process, meaning that shortlisting information will not be communicated via NHS Jobs.
* Bromley Healthcare reserve the right to close adverts earlier than first published.
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