Service Desk Officer x2

NHS; Bexleyheath; On-site; GBP 32,000 - 35,000; Full time

Job summary

A health and care organization in Bexleyheath seeks an ICT Service Desk Officer to provide 1st and 2nd line support. Candidates should have IT Service Desk experience and strong problem-solving skills. This position offers a full-time role with a salary range of £32,199 to £34,876 per year, and a permanent contract. Ideal for individuals looking to contribute to a dynamic team focused on innovation and service delivery.

Qualifications

• RA/UIM Training/Certification or equivalent experience required.
• Knowledge of IM&T areas acquired through qualification or experience is essential.
• Experience of working in a complex, multidisciplinary environment.

Responsibilities

• Provide 1st and 2nd line support for users.
• Troubleshoot and maintain IT hardware and software.
• Administer user account access and assist in maintaining inventory.
• Contribute to the strategic planning of team projects.

Skills

Analytical / technical problem solving skill

Good planning and organisational skills

Ability to cope working in a demanding environment

Education

Post‑graduate diploma in a relevant subject or equivalent

Tools

Teamviewer

Datto RMM

Halo ITSM

Job description

Job summary

An exciting opportunity has arisen within South East London ICS for a 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.

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. You will be a service‑minded team player ready to take on a variety of tasks including problem solving, imaging PCs and laptops, setting up and maintaining users in the on‑premise and Azure Active Directory, and delivering ICT services for service users across South East London ICS.

Main duties of the job

You will have excellent organisation and communication skills, the ability to work efficiently under pressure to support the whole IT team. The candidate will need to have 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 being technically innovative to achieve results, with particular emphasis on improving the technical environment for the ICS, GP Practices and other clients.

This is a varied and exciting role; please see 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 that serve our vibrant and highly diverse populations resident in the London boroughs of Bexley, Bromley, Greenwich, Lambeth, Lewisham and Greenwich - our Places. Our partnership brings together 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 seeks to be connected to the communities we serve and work with community, voluntary and third sector groups. Our vision is a highly performing, sustainable system that looks after its staff, responds to its communities and reduces inequalities.

Details

Date posted: 23 September 2025

Pay scheme: Agenda for Change

Band: Band 4

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

Contract: Permanent

Working pattern: Full-time

Reference: 487-SELICB-1041-B

Job locations: Bexley, Watling Street, Bexleyheath, DA6 7AT

Job responsibilities

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

• Trouble shooting, installation, configuration and updating of applications software on system and infrastructure
• Assist in maintaining an inventory of IT hardware and software
• Perform the administrative duties associated with the IT department ensuring operational stock levels are maintained
• Administer user account access to network and application systems including the Starter and Leavers process
• Monitor and maintain the smartcard appointments diary and the inventory sheet associated to this process
• Primary point of contact for all users of the ICT service to provide a friendly, effective, and efficient IT service desk
• Provide a calm and responsive customer‑focused service in a pressured environment while managing service desk staff, user expectations, and relaying information
• 1st and 2nd Line Support for all users
• Provide general IT advice to ICS staff, GP Practices and Primary Care Contractors and other organisations
• Provide a high level of IT expertise in resolving IT related issues via remote access tools (Teamviewer, Datto RMM, Halo etc.)
• Manage incoming support queries to the ICT inbox and direct them to the appropriate ICT team members or escalate as necessary
• Ensure accurate logging of calls; respond to calls logged on Halo ITSM
• Escalate unresolved problems to appropriate third‑line support including external IT support organisations
• Contribute to the strategic planning of team projects
• Maintain high standards of IT professionalism and comply with policies and procedures
• Understand and comply with the corporate governance structure

Person Specification

Education / Qualifications (Essential)

• RA/UIM Training/Certification or equivalent level experience
• Educated to Post‑graduate diploma level in a relevant subject or equivalent level qualification or significant experience
• Knowledge of IM&T areas acquired through qualification to degree or equivalent level or relevant experience

Experience & Knowledge (Essential)

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

Skills and Abilities (Essential)

• Analytical / technical problem solving skill
• Ability to assess the appropriate resolver group to deal with escalated calls
• Good planning and organisational skills to respond to Service Desk calls in line with priorities

Other (Essential)

• Ability to cope working in 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 details

Employer name: NHS South East London Integrated Care Board

Address: Bexley, Watling Street, Bexleyheath, DA6 7AT

Employer's website: https://www.selondonics.org/