Job Description

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 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 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.