Senior ICT Technician (Service Delivery)

NHS; Bicester; On-site; GBP 38,000 - 47,000; Full time

Job summary

A healthcare service provider is looking for a technical support specialist to join their ICT Team in Bicester. The role entails managing IT incidents, providing customer support, and ensuring compliance with NHS standards. Candidates should have a Masters level degree and experience in ICT operations. Familiarity with Microsoft Purview and strong documentation skills are essential. This is a full-time, fixed-term position with a salary ranging from £38,682 to £46,580 annually.

Benefits

27 days holiday, rising to 33 days

NHS Pension Scheme

Employee Assistance Programme

Professional development opportunities

NHS discounts in over 200+ stores

Qualifications

• Experience in ICT operations at ITIL Level 2/3 within an infrastructure team.
• Knowledge of relevant information security legislation such as GDPR.
• Understanding of IT systems implementation.

Responsibilities

• Provide support for IT issues, managing incidents and service requests.
• Monitor IT systems and services to identify potential issues.
• Support implementation of changes to digital services.

Skills

Strong interpersonal skills

Problem-solving skills

Excellent documentation skills

Education

Masters level degree or equivalent experience

Tools

Microsoft Purview

Information Security frameworks (ISO 27001, NIST)

Job description

Job Summary

We currently have an exciting opportunity for the right candidate to join our ICT Team to help deliver enterprise class technical support and participation in project delivery. The SCAS ICT Team operates in a fast paced, dynamic environment. This role is for the support of the move from our own Office 365 Tenant to the Central NHS Tenant. Experience in this area would be highly advantageous.

As a successful applicant you will also have operational experience of working in an ICT operations environment at an ITIL Level 2/3 level within an infrastructure/technical team. The successful applicant will require good communication and customer service skills. You must have a methodical, yet flexible approach to work and be able to exercise responsible judgement, being well organised and highly motivated. Excellent documentation skills are a must.

We’re looking for a candidate with in‑depth knowledge and experience of current technologies, in particular Microsoft Purview (formerly Microsoft 365 Compliance portfolio and Azure Purview). Candidates with previous experience of planning, installing, and managing enterprise level technologies and working in a dynamic team are highly desirable.

Main Duties

Incident and Problem Management

• Provide support for IT issues, managing incidents and service requests.
• Diagnose, analyse, troubleshoot, and resolve complex hardware and software issues in a timely manner.
• Escalate unresolved incidents as appropriate to senior leaders or external vendors.
• Collaborate with other IT teams to resolve complex issues and prevent recurring problems through proactive problem management.

Service Request Fulfilment

• Process and fulfil service requests from end users, including setting up new accounts, installing software, configuring devices, and managing access permissions.
• Ensure that requests are fulfilled within agreed service‑level agreements (SLAs) and maintain clear communication with users throughout the process.
• Collaborate with other IT teams to deliver large‑scale service requests, such as the deployment of new software or hardware across departments.

Customer Service and User Support

• Deliver excellent customer service by providing timely, professional, and effective support to all Trust staff.
• Provide guidance and training to users on how to effectively and safely use digital tools and systems.
• Maintain clear communication throughout the support process.

Change and Configuration Management

• Support the implementation of changes to digital services, ensuring minimal disruption to operations.
• Log and approve all changes in line with the Trust’s change management processes via the CAB and/or the Technical Design Authority.
• Assist in maintaining accurate configuration records of IT systems and assets.

Security and Compliance

• Ensure all IT systems and processes adhere to NHS cyber security and compliance standards, including GDPR and DSPT.
• Assist in implementing security measures such as antivirus protection, access controls, and data encryption.
• Monitor potential security incidents and report any concerns to the IT security team.

Monitoring and Reporting on Service Delivery

• Monitor the performance of IT systems and services to identify potential issues before they impact users.
• Provide feedback to the Senior Management Team to support continuous improvement initiatives.

About us

• Full training and support when you join and ongoing throughout your employment with us.
• Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part‑time).
• Enrolment into the NHS Pension Scheme.
• Access to continual professional development and opportunities within SCAS and the NHS.
• Occupational Health support along with an Employee Assistance Programme.
• NHS discounts in over 200+ stores, including holidays, days out, car insurance, restaurants and clothing.

Pay & Position

Band 6

Salary: £38,682 to £46,580 a year (pa)

Contract: Fixed term (6 months) – Full‑time

Job locations: Bicester Head Office or Southern House, Otterbourne, Bicester, OX26 6HR

Person Specification

Qualifications – Essential

• Masters level degree or equivalent level of experience.

Qualifications – Desirable

• Working towards a relevant information security qualification such as CISMP, CISM, CISSP, etc.
• Knowledge of the NHS and the new health and social care arrangements.

Knowledge – Essential

• Knowledge of relevant information security and privacy legislation – e.g. Data Protection Act 2018, Freedom of Information Act.
• Knowledge of relevant information security frameworks – e.g. ISO 27001, NIST.
• Awareness of security function tools & techniques and effective risk management.
• Knowledge of IT systems implementation.

Knowledge – Desirable

• Working knowledge of standards such as ISO 20000, ISO/IEC 27001.
• Knowledge of security function tools & techniques and effective risk management.

Skills – Essential

• Strong interpersonal skills and ability to develop and maintain effective and credible relationships with business leaders and supplier management.
• Proven ability to proactively engage and manage a broad range of stakeholders, including senior management and external third parties.

Skills – Desirable

• Experience of working within a security function structure.
• Experience of ITIL disciplines.

Disclosure and Barring Service Check

Applications will be subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a Disclosure and Barring Service check will be required.

Certificate of Sponsorship

Applicants who require a Skilled Worker visa sponsorship will have their application considered alongside all other applications. Further information is available on the UK Visas and Immigration website.

Employer Details

South Central Ambulance Service NHS Foundation Trust

Bicester Head Office or Southern House, Otterbourne, Bicester, OX26 6HR

Website: https://scasjobs.co.uk/