IT Service Desk Officer
At a glance
- Band
- Band 5
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 17/09/2026
- Closes
- 01/10/2026
Sponsorship verdict
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Role summary
The Service Desk Officer provides proficient NHS GM Digital & IT support, acting as the first point of contact for customers. This role involves in-depth technical remote support for end-user equipment, systems, and software, adhering to Service Level Agreements and departmental policies. The officer will log and manage service requests and incidents, utilizing diagnostic and fault-finding skills. Administrative tasks and adherence to Incident Management, Request Fulfilment, and Configuration Management processes are also key responsibilities.
Essential criteria
- 5 or more GCSE level qualifications including English and Mathematics at grade A to C or equivalent.
Desirable criteria
- ITIL Foundation
- Previous experience of working providing second line support for IT Systems in a complex IT support environment using ITIL principles.
- Previous experience of working in an NHS environment providing second line support for IT Systems in a complex IT support environment using ITIL principles.
- Knowledge of supporting a broad range of IT equipment and services including desktops, printers and network environments.
- LOA NHS MAIL Administration
- Strong knowledge of National NHS applications
- 5 or more GCSE level qualifications including English and Mathematics at grade A to C or equivalent.
- ITIL Foundation
- Previous experience of working providing second line support for IT Systems in a complex IT support environment using ITIL principles.
- Previous experience of working in an NHS environment providing second line support for IT Systems in a complex IT support environment using ITIL principles.
- Knowledge of supporting a broad range of IT equipment and services including desktops, printers and network environments.
- LOA NHS MAIL Administration
- Strong knowledge of National NHS applications
Useful to know
Agenda for Change 2024/25 pays Band 5 at £29,970 – £36,483 a year, across England.
This advert: £32,073 – £39,043 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
NHS Greater Manchester Integrated Care
IT Service Desk Officer
The closing date is 01 October 2026
Job summary
The Service Desk Officer will provide a proficient NHS GM Digital & IT support service across the customer base. Provide in-depth technical remote support for all end-user equipment, systems and software supported by the IT Service. Support will be carried out in accordance with the customer's Service Level Agreement as well as the departmental guidelines and policies in the most efficient way.
The Service Desk Officer is the first point of contact for all customers and is responsible for ensuring all service requests and incidents are logged and managed appropriately. The IT Service Desk Officer will have diagnostic and fault-finding knowledge/skills and a broad range of IT knowledge as required. Administrative tasks in support of the service are also performed.
The post holder is responsible for conducting the Incident Management, Request Fulfilment and Configuration Management processes to mandated policy and procedures.
Main duties of the job
Provide high quality and detailed first line technical support to internal policies and procedures based on recognised ITIL good practice for all customers seeking support, advice and assistance on all supported IT Systems and infrastructure.
Handle queries by telephone, self-service portal, email and fac
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