Job summary
The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website.
Candidate will take part in IT User Services Support & wider business and communities to ensure the ongoing availability of vital IT systems & services ensure the success of the function via: Record triage and manage incidents requests raised by NHSCFA/NHS community, Provide tech support and 1st contact fix/escalation to relevant groups. Provide user access management for multiple applications. Support improvements to enhance services assist various ISO audits/Pharmacy Reward schemes. Be involved in evolution of key IT Service Management practices through participation in regular meetings and proactive engagement with the wider team and organisation with a constant focus on enhancing our service provision.
Potential applicants can contact Chris Dunnington at chris.dunnington@nhscfa.gov.uk for an informal chat if you have any questions regarding the role.
We are looking for someone to join us on a fixed term contract for up to the 30th of September 2025.
We reserve the right to close this vacancy before the advertised closing date should we receive a significant number of applications.
Interviews will be held week commencing 10th February 2025.
Main duties of the job
The NHS Counter Fraud Authority is a Special Health Authority responsible all for matters relating to the prevention, detection and investigation of economic crime across the NHS. Aligned to the DHSC Counter Fraud strategy, NHSCFA acts as the principal lead for the NHS and wider health group in counter fraud intelligence work.
The post holder will work with the NHSCFA Service Desk team in managing and resolving incidents and requests to the IT Service Desk, providing an effective service to all users of NHSCFA's IT systems. To support this function, the post holder will have knowledge of IT Service Management principles and practices, such as ITIL. They will often liaise and work with the outsourced IT provider's support teams in providing this service. The post-holder will work within the NHSCFA Technology User Services team to monitor and proactively manage systems as well as resolving 2nd line support issues.
About us
We have offices based in Coventry, Newcastle and London and offer flexible, hybrid, office and home-based working. In addition to the advertised salary working in the London area will attract High-Cost Area Supplement where appropriate. The NHSCFA values and respects the diversity of its employees and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability. If you are applying to undertake this role on a secondment basis you should have agreement to being released from your current role in principle, prior to submitting an application form. When you apply for this role, you will be redirected to our recruitment system TRAC. The NHSCFA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship.
Job description
Job responsibilities
Support the Service Desk Manager to deliver modern and innovative ICT services, and to develop the service desk function and surrounding IT support services.
Deliver excellent customer service and incident response in line with Service Level Agreements, whilst conforming to ISO20000 practices / ITIL processes and other relevant service delivery frameworks.
Working with key suppliers, supporting the delivery of key IT practices such as Incident, Service Request, Major Incident, Change and Problem Management as required.
Using your technical abilities and the NHSCFA knowledgebase, to deliver first-line incident troubleshooting and service request fulfilment for internal and external service users.
Collating information from various systems to assist the Technology User Services and Information & Cyber Security Managers in producing management reports.
Please see full Job Description and Person Specification.
Job description
Job responsibilities
Support the Service Desk Manager to deliver modern and innovative ICT services, and to develop the service desk function and surrounding IT support services.
Deliver excellent customer service and incident response in line with Service Level Agreements, whilst conforming to ISO20000 practices / ITIL processes and other relevant service delivery frameworks.
Working with key suppliers, supporting the delivery of key IT practices such as Incident, Service Request, Major Incident, Change and Problem Management as required.
Using your technical abilities and the NHSCFA knowledgebase, to deliver first-line incident troubleshooting and service request fulfilment for internal and external service users.
Collating information from various systems to assist the Technology User Services and Information & Cyber Security Managers in producing management reports.
Please see full Job Description and Person Specification.
Person Specification
Specialist Knowledge
Essential
- Be able to demonstrate IT skills, including working knowledge of Microsoft Operating Systems and applications and the ability to learn new software packages quickly.
Desirable
- Understanding of customer focused working methods. An understanding of IT Service Management principles.
Experience
Essential
- Experience of 1st-2nd level technical support of ICT Devices and supporting infrastructure, both in person and remotely.
- Good IT skills and computer literacy
- Working knowledge of Microsoft Windows 10/11, Microsoft Azure Intune, and Server 2012/16/19 operating systems as well as various software packages including Microsoft 365 Suite of products.
Desirable
- Exposure to some of the following areas: oIT Service Management oIT Service Desk Systems oData protection and law affecting the use of IT oMicrosoft Active Directory oMicrosoft Azure Infrastructure oExchange Online
Qualifications
Essential
- Good general level of education. A levels or equivalent, with GCSE grades A-C or equivalent in English Language and Mathematics.
Desirable
- International Certification of Digital Literacy (ICDL), ICT NVQ / BTEC Level 2 or equivalent ITILv3/v4 Service Management Foundation Certificate
Communication Skills
Essential
- Good communication and interpersonal skills. Ability to remotely guide users through IT processes. Ability to explain technical concepts to non-technical users.
Person Specification
Specialist Knowledge
Essential
- Be able to demonstrate IT skills, including working knowledge of Microsoft Operating Systems and applications and the ability to learn new software packages quickly.
Desirable
- Understanding of customer focused working methods. An understanding of IT Service Management principles.
Experience
Essential
- Experience of 1st-2nd level technical support of ICT Devices and supporting infrastructure, both in person and remotely.
- Good IT skills and computer literacy
- Working knowledge of Microsoft Windows 10/11, Microsoft Azure Intune, and Server 2012/16/19 operating systems as well as various software packages including Microsoft 365 Suite of products.
Desirable
- Exposure to some of the following areas: oIT Service Management oIT Service Desk Systems oData protection and law affecting the use of IT oMicrosoft Active Directory oMicrosoft Azure Infrastructure oExchange Online
Qualifications
Essential
- Good general level of education. A levels or equivalent, with GCSE grades A-C or equivalent in English Language and Mathematics.
Desirable
- International Certification of Digital Literacy (ICDL), ICT NVQ / BTEC Level 2 or equivalent ITILv3/v4 Service Management Foundation Certificate
Communication Skills
Essential
- Good communication and interpersonal skills. Ability to remotely guide users through IT processes. Ability to explain technical concepts to non-technical users.
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.
