Service Desk Officer x2

NHS South East London Integrated Care Board; Bexleyheath; On-site; GBP 32,000 - 35,000; Full time

Job summary

A public healthcare organization in Bexleyheath seeks ICT Service Desk Officers to provide 1st and 2nd line technical support, ensuring efficient IT service delivery. Applicants should have a background in IT service management, experience in similar environments, and strong analytical skills. The position includes a competitive salary range of £32,199 to £34,876 per year.

Qualifications

• Minimum of twelve months experience supporting an IT Service Desk environment.
• Knowledge of hardware components (printers, scanners, laptops, desktops).
• Experience dealing with users face-to-face and on the telephone.

Responsibilities

• Provide 1st and 2nd line technical support to users.
• Troubleshoot, install, configure and update applications software.
• Administer user accounts and access to network and application systems.

Skills

Analytical and technical problem-solving skills

Excellent communication skills

Good planning and organisational skills

Education

Post-graduate diploma level qualification in relevant subject or equivalent experience

Tools

TeamViewer

Datto RMM

Halo

Job description

Overview

Service Desk Officer x2 – NHS South East London Integrated Care Board. The closing date is 07 October 2025.

An exciting opportunity within South East London ICS for an ICT Service Desk Officer. The ideal candidate should have a minimum of twelve months experience of supporting an IT Service Desk environment as well as technical admin support duties.

Main duties of the job

As a member of the ICT Department, reporting to the ICT Service Desk Manager, you will provide 1st and 2nd line technical support to users across the South East London ICS on a variety of technical issues through the SEL ICT Service Desk. Responsibilities include, but are not limited to, problem solving, imaging PCs and laptops, setting up and maintaining users in on-premise and Azure Active Directory, and delivering ICT services for service users across South East London ICS.

You will need to be a service-minded individual who is an excellent team player and ready to take on a variety of tasks. You will have excellent organisation and communication skills, the ability to work efficiently under pressure to support the whole IT team, an excellent telephone manner, and experience of using an ITIL-accredited Service Desk and Registration Authority processes including the Care Identity System.

This is a good opportunity to join a highly performing team with a culture of technical innovation to achieve results, with emphasis on improving the technical environment for the ICS, GP Practices and other clients. Please see the attached job description for full details.

If you require further information please contact Paul Wardle at [e-mail] or on 0208 176 5400.

About us

The South East London Integrated Care System (ICS) brings together the health and care partners serving our diverse populations in the London boroughs of Bexley, Bromley, Greenwich, Lambeth, Lewisham and Greenwich. Our partnership includes six local authorities, over 200 general practices (within 35 Primary Care Networks), Guy\'s and St Thomas\'s Hospital NHS FT, King\'s College Hospital NHS FT, Lewisham and Greenwich NHS Trust, South London and the Maudsley Mental Health FT and Oxleas FT. The ICS aims to be connected to the communities we serve (circa 1.92m residents) and work with a wide range of community, voluntary and third sector groups. The ICS seeks to be a highly performing, sustainable system that looks after its staff, responds to its communities and reduces inequalities.

Job responsibilities

Please see the attached job description and person specification for full details of the duties and responsibilities of the role, including:

• Troubleshooting, installation, configuration and updating of applications software on systems and infrastructure
• Maintaining an inventory of IT hardware and software
• Administering administrative duties for the IT department and ensuring operational stock levels are maintained
• Administering user accounts and access to network and application systems including Starter and Leaver processes
• Monitoring and maintaining the smartcard appointments diary and related inventory
• Primary point of contact for all users of the ICT service, providing a friendly, effective, and efficient IT service desk
• Providing a calm, responsive customer-focused service in a pressured environment while managing service desk staff, user expectations, and communications
• 1st and 2nd Line Support for all users
• Providing general IT advice to ICS staff, GP Practices and Primary Care Contractors
• Expert IT support via remote tools (TeamViewer, Datto RMM, Halo, etc.)
• Managing incoming support queries to the ICT inbox and directing/resolving as appropriate
• Accurate logging of calls and responding to Halo ITSM entries
• Escalating unresolved problems to appropriate third-line or external IT support
• Contributing to strategic planning of team projects
• Maintaining high standards of IT professionalism and adherence to policies and governance
• Understanding and complying with the corporate governance structure

Person Specification

Education / Qualifications

• RA/UIM Training/Certification or equivalent level experience
• Post-graduate diploma level qualification in relevant subject or equivalent experience
• Knowledge of IM&T areas through degree or equivalent experience

Experience & Knowledge

• Knowledge of hardware components (printers, scanners, laptops, desktops)
• Experience in a complex, multidisciplinary environment
• Experience dealing with users face-to-face and on the telephone
• Experience working to tight deadlines and managing own time
• Significant experience operating in politically sensitive environments

Skills and Abilities

• Analytical and technical problem-solving skills
• Ability to assess the appropriate resolver group for escalated calls
• Good planning and organisational skills to respond to service desk calls in line with priorities

Other

• Ability to cope with a demanding environment

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires submission for Disclosure to the DBS to check for any previous criminal convictions.

Employer name

NHS South East London Integrated Care Board

Salary: £32,199 to £34,876 per year, inclusive of Outer HCAS