ICT Service Desk Analyst

Employer King's College Hospital NHS Foundation Trust Employer type NHS Site King's College Hospital NHS Foundation Trust (Cross Site) Town London Salary £34,186 - £37,389 per annum inclusive of HCAS Salary period Yearly Closing 09/09/2026 23:59

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£2.1 billion, 1.5 million patient contacts a year and more than 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

The role is a highly customer focused technical role, providing 1 st line desktop support and 2 nd line fix to machines such as PCs, laptops and networked devices like label printers.

The jobholder will support over 14,000 clinical and non-clinical staff across the Trust, providing telephone, email, face-to-face and remote desktop support.

The role may also include travel to other sites across Southeast London and Kent as necessary to support, instruct and train Trust ICT users.

The postholder will be responsible for ensuring the provision and receipt of complex and sensitive information on ICT matters. Logging and managing ICT Service Desk calls, and ensuring information is processed in accordance with Trust policies, procedures and SLAs. It's an on site role.

Main duties of the job

Candidate will be responsible for diagnosing and resolving issues arising across the Trust for all ICT equipment, answering calls on the ICT Service Desk and logging them, resolving issues at first contact or elevate to appropriate teams

Provide and receive simple to complex information, perform fault diagnoses, rectification, upgrade, installation and configuration of PC hardware or software, laptops and some printer problems for Trust users.

The successful candidate will:

Ensure specialist or complex ICT information or support requests are analysed, investigated and processed in accordance with policies and procedures

Ensure incidents and problems are recorded within the Halo Service Desk software ensuring customer satisfaction through listening and feedback

Maintain the appropriate technical knowledge level to ensure they can provide the best service to users

Maintain user ICT accounts and system rights for networked and clinical systems in accordance with the weekly rota

Support the maintenance of computer hardware e.g. desktops & printers

Reset passwords and transfer/accept accounts for users of NHS.net e-mail

Input and manipulate data and information within the Halo Service Desk database, Active Directory and other systems as required

Follow the direction, advice and leadership of their end user support team leader

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. Transforming Healthcare is the vision at the heart of the King’s Strategy – 2026 to 2031. Together, we are pursuing six strategic ambitions: delivering high-quality patient care; being a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability. Achieving these ambitions will require all of us to work as one Team King’s, united by a shared commitment to our values of being caring, collaborative, inclusive and innovative. By living these values every day, we will transform healthcare for our patients, our communities and each other

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

The successful candidate will be educated to HND level and be able to demonstrate a good track record of ICT hardware & software support in a Microsoft Networking environment.

The following criteria is essential:

Operating Systems - Windows 11 setup and builds.

Experience of Active Directory and Microsoft Endpoint Configuration Manager

Microsoft Office including MS Outlook 2016 and 365

ITIL Certification/ Experience of ITIL Components and processes

Team working in a demanding environment

Experience of working in an ICT environment preferably within the NHS or a similarly complex organisation

Experience of working on complex IT projects and management thereof.

The following criteria is desirable:

At least one MCP qualification

Experience & knowledge of working in an NHS environment

Mobile technology (smart phones and tablet devices)

The ideal candidate will be able to work effectively on their own, under pressure of deadlines & be able to prioritise your own workload as well as working within a team taking instruction, and be able to interact with a wide range of people including non-technical users, managers, suppliers, contractors, facilities management & medical staff. It is essential that in addition to great technical skills the successful candidate will have excellent communication & interpersonal skills with the ability to express themselves effectively both verbally & in writing.

Please refer to the Job Description for the full requirements for this role.

Person specification

Education & Qualifications

• Educated to a minimum of HND or equivalent relevant experience
• Microsoft Server 2016 or above
• At least one Microsoft Certified qualification

Knowledge & Experience

• Intelligence based on analytical and complex technical problem-solving skills
• Experience of ITIL components and processes
• Experience working in a team
• Experience working in a complex computer network environment and ICT projects, ideally within the NHS
• Experience of Microsoft Desktop and Network Operating Systems (W7, W10, Office 2013, 2016), Active Directory and Desktop hardware, in particular Dell. Knowledge of Networking protocols TCP/IP, DHCP, DNS.
• Mobile technology (based on Cisco Wireless)
• Knowledge of hardware, network, servers and desktop equipment configuration and general hardware management for the Trust
• Experience & knowledge of working in an NHS environment
• Ability to provide and present information ranging from simple to complex to an audience of any size that will contain listeners of differing levels of understanding and seniority
• Ability to analyse, investigate and resolve simple to complex queries
• Ability to accurately produce written documents relating to support procedures
• Ability to work with and deliver within a fixed timescale
• Willingness and technical ability to ‘roll-up the shirt sleeves’ and deliver
• Communication skills (oral and written) – the ability to communicate clearly and effectively within the local organisation at all levels of understanding
• Ability to manage and undertake formal testing activities
• A systematic, disciplined and analytical approach to problem solving
• Ability to maintain a calm, rational and organised approach to tasks when under pressure
• Requirement to concentrate for long periods when answering queries from staff, analysing data and developing systems
• Use of a VDU and keyboard to a high degree of accuracy and skill

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

AI tools like chatbots and virtual assistants can support you as you complete your application. For example, they can check for spelling or grammar errors, or help you to decide what to include. They shouldn’t however replace your own responses or be used to write the application for you.

Relying too much on AI can negatively impact your chances of success because automatically generated answers:

• might not be specific or relevant enough to address the criteria in the recruitment profile
• often seem generic and not personalised enough – an AI response won’t show your unique voice and perspective
• could misrepresent information about you, such as your qualifications, skills and experience

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications King's Health Partners Academic Health Science Centre Website King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.

Application numbers

Please note that the closing date is given as a guide. On occasions, we may close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.