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Imperial College Healthcare NHS Trust

ICT Service Helpdesk Analyst

The closing date is 29 August 2025

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Job summary

The post requires a highly motivated, hardworking individual who has an excellent friendly people skills and has IT support experience.

The post holder will be expected to provide telephone IT support service, processing incoming emails, portal requests, log service desk calls to meet incident management standard, provide telephone service in a professional manner; achieve first line call resolution to a 60% level; apply your technical knowledge to carry out troubleshooting and apply fix; triage fault and request to 2nd and 3rd line ICT support team; provide out of hours on call support as required.

The role requires someone who has excellent communication skills, broad knowledge of desktop, Virtualisation, server and network support; multitasking skills, and the ability to take own initiative to priorities their workloads. It is desired that applicant have previous experience working in an ICT support environment, have excellent technical trouble shooting abilities and have a good understanding of ITIL incident management framework.

The post holder will work closely with the 2nd and 3rd line ICT support teams. It is essential that you are an excellent team player, but can also work independently under the guidance of the Senior ICT Service Desk Analyst.

Main duties of the job

o Receive and log service desk calls efficiently and in a professional mannero First line call resolution to a 60% levelo Network and application account re-setso Allocation of work to all ICT support teamso Provide out of hours support as required

About us

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.

Details

Date posted

22 August 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£37,259 to £45,356 a year pa inclusive

Contract

Permanent

Working pattern

Full-time

Reference number

290-CR-919

Job locations

St Mary's Hospital

Praed Street

London

W2 1NY


Job description

Job 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.

Job description

Job 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

Experience

Essential

  • A minimum 3 years working in a large organisation (more than 3,000 PCs) providing Service Desk services.
  • 2 Years using active directory, various OS, PC hardware and MS office product.

Desirable

  • NHS IT, Clinical system application support experience

Skills/Knowledge/ Abilities

Essential

  • Good analytical and problem solving skills.
  • Able to work as part of a team, and autonomously.
  • Ability to write accurate and clear technical documentation such as fault details in a service desk call.
Person Specification

Experience

Essential

  • A minimum 3 years working in a large organisation (more than 3,000 PCs) providing Service Desk services.
  • 2 Years using active directory, various OS, PC hardware and MS office product.

Desirable

  • NHS IT, Clinical system application support experience

Skills/Knowledge/ Abilities

Essential

  • Good analytical and problem solving skills.
  • Able to work as part of a team, and autonomously.
  • Ability to write accurate and clear technical documentation such as fault details in a service desk call.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Imperial College Healthcare NHS Trust

Address

St Mary's Hospital

Praed Street

London

W2 1NY


Employer's website

https://www.imperial.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Imperial College Healthcare NHS Trust

Address

St Mary's Hospital

Praed Street

London

W2 1NY


Employer's website

https://www.imperial.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Senior Service Desk Analyst

Raheel Shabir

Raheel.Shabir@nhs.net

Details

Date posted

22 August 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£37,259 to £45,356 a year pa inclusive

Contract

Permanent

Working pattern

Full-time

Reference number

290-CR-919

Job locations

St Mary's Hospital

Praed Street

London

W2 1NY


Supporting documents

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