Service Desk Co-Ordinator
Job summary
Digital Operations & Service Management sits within the Technology, Digital and Data Directorate of the new NHS England, which has brought together Health Education England, NHS Digital, NHS England and NHS Improvement into one single organisation.
The Technology, Digital and Data Directorate vision is to deliver the best care and outcomes for the NHS and people that it serves, by improving population health and patient pathways, rapidly adopting effective technologies, building on insights from data and cutting-edge research, and by transforming the way that care is delivered.
Digital Operations & Service Management operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system. Our aim is to prevent system disruption but, if it does occur, to restore service as quickly as possible. We coordinate complex operational activities across environments, teams and organisations in order to achieve this.
Main duties of the job
As a Service Desk Co-ordinator in one of our teams, you could be involved in a wide array of tasks to support in this activity. Examples include:
- Leading on the implementation of projects that impact services and initiatives on the service desk
- Managing the day to day work allocation to team members
- taking the initiative in identifying and implementing service improvements
- Deputising for the Service Desk Team manager,
- Supporting and contributing to the overall performance of the National IT Service Desk to ensure agreed Service Level Agreements are met
- Providing timely, effective and efficient service desk support to stakeholders,
- Taking the lead in managing incident escalations, analysing trends and preparing briefings, presentations and reports as required.
About us
NHS England has a wide range of statutory functions, responsibilities and regulatory powers. These are focused on supporting the wider NHS to deliver high quality care, as well as doing those things that are best done once for the whole NHS.
Our staff bring expertise across clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial specialisms -- enabling us to design and deliver high-quality NHS services.
In March 2025, the Government announced that NHS England and the Department of Health and Social Care will increasingly merge functions, ultimately leading to NHS England being fully integrated into the department.
If you currently work within the NHS and if successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR).This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement. You may opt out at any stage of the process.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in our offices.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.
We cannot offer visa sponsorship for any vacancies.
Job description
Job responsibilities
You can find further details about the role, including key responsibilities and accountabilities, alongside the organisational structure and person specification in the attached Job Description and other supporting documents.
Person Specification
Knowledge & Experience
- High level of computer literacy
- Knowledge and experience in the use of incident management methodologies
- Strong understanding of the need for compliance to relevant legislation e.g. Data Protection Act
- Ability to produce statistical information / performance reports
Evidence of Managing a Team
- Demonstrable experience of proactively engaging and managing a broad range of stakeholders, ensuring that all advice, products and / or services are designed, managed and / or delivered with appropriate consideration to stakeholder needs
- Excellent customer service skills with a strong focus on understanding the needs of the internal and external customer, bearing them in mind when taking actions or decisions
- Highly developed experience in handling difficult and sensitive issues and conversations including customer complaints
Qualifications
- Educated to degree level or equivalent experience
- Foundation Certificate in IT Service Management or equivalent
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.
Employer details
Employer name
NHS England
Address
Wellington Place & Hexagon House
Leeds / Exeter
LS1 4AP
United Kingdom
Employer's website
https://www.england.nhs.uk/about/working-for/