Senior Information & Communication Technology Service Desk Analyst

St Mary's Hospital; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

A leading healthcare institution in Greater London is seeking a highly motivated individual for a Service Desk leadership role within NHS ICT. The candidate should have extensive experience in ICT Service Desk operations, strong technical skills, and a commitment to team collaboration. Responsibilities include overseeing daily operations, performance monitoring, and driving service improvements. Benefits include flexible working arrangements and opportunities for professional development.

Benefits

Career development

Flexible working

Wellbeing support

Staff recognition scheme

Qualifications

• Minimum 5 years working in a large organization providing Service Desk services.
• 3+ years of Team Management experience in an ICT support environment.
• 2 years of IT System administration and reporting experience.

Responsibilities

• Oversee day-to-day operational management of the Service Desk.
• Drive service improvement initiatives for the Service Desk.
• Monitor team performance and ensure quality control.

Skills

Excellent verbal and written communication skills

Strong multitasking abilities

Advanced troubleshooting skills

Technical knowledge across NHS clinical systems

Ability to support and mentor team members

Education

Degree or relevant experience

ITIL Foundation

Tools

Active Directory

MS Office products

Job description

Job overview

We are seeking a highly motivated and dedicated individual with proven leadership skills and extensive experience in Information & Communication (ICT) Service Desk operations.

The ideal candidate will possess a minimum of five years’ experience in NHS ICT Service Desk support and at least two years in IT System Administration, including system configuration, workflow design, reporting, and database querying.

Flexible working arrangements, including on-site and remote work, are required. The successful candidate must demonstrate excellent teamwork and act as a role model for the team. Commitment to Trust values and promotion of a “No Blame – Just and Learning” culture is essential.

Main duties of the job

• Oversee the day-to-day operational management of the Service Desk in collaboration with other senior analysts.
• Balance responsibilities across Service Desk system administration, configuration, documentation, call handling, and team HR administration.
• Drive continuous service improvement initiatives for the Service Desk.
• Monitor team performance and ensure quality control of all incidents and service requests, guaranteeing adherence to Standard Operating Procedures (SOPs).
• Generate performance reports using the Service Desk system, requiring strong database querying and advanced MS Excel skills.

Essential Skills and Experience

• Excellent verbal and written communication skills.
• Broad technical knowledge across NHS clinical systems, technical desktop environments, virtualisation, servers, and network support.
• Strong multitasking abilities and the capacity to prioritise workloads independently.
• Ability to support and mentor Service Desk team members.
• Previous experience in team leadership within an ICT support environment.
• Advanced troubleshooting skills and a solid understanding of the ITIL Incident Management framework.

Additional Information

• The role involves close collaboration with 2nd and 3rd line ICT support teams and managers.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person specification

Education / Qualifications

Essential criteria

• Degree or relevant experience

Desirable criteria

• ITIL Foundation

Experience

Essential criteria

• A minimum 5 years working in a large organisation (more than 3,000 PCs) providing Service Desk services
• 5 Years using active directory, Various OS, PC hardware and MS office products
• Minimum 3 years Team Management experience
• 2 years IT System administration, configuration, querying database, reporting experience

Desirable criteria

• NHS IT, Clinical system application support , administration experience

Skills / Knowledge / Abilities

Essential criteria

• Advanced analytical and problem solving skills.
• User guide creation, local operational procedure creation
• Learn quickly in a demanding technical environment
• Excellent written English communication skills

Right to work

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on

Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).

Employer certification / accreditation badges

Employer certification / accreditation badges