NHS IT operations

NHS IT operations teams are essential to the smooth running of healthcare services. They ensure NHS IT systems and infrastructures are reliable, secure, and always available.  

Life in NHS IT operations

You’ll support the IT systems and services that frontline staff and patients depend on every day.

You’ll work in a range of exciting roles, helping to maintain and improve the performance, resilience, and security of critical NHS technology systems. 

 

ICT support technician with computer equipment

Roles in IT operations

Explore some of the roles in ICT:

End user computing engineer

You’ll help people use their computers and digital devices by fixing problems and making sure everything works smoothly. 

You’ll offer technical support and services to users within an organisation and make sure people have the digital tools and support they need.

Tasks include:

  • responding to incoming support requests
  • trouble shooting issues with computers, laptops, mobile phones, software or networks  
  • installing new software and hardware  
  • providing training and guidance to users  
  • working on projects to improve infrastructure  

IT service manager

Your role is to ensure IT services are reliable and run smoothly by managing support teams and maintaining service standards and improvements.  

You’ll also make sure IT works smoothly for everyone by fixing problems and improving services that allowing NHS staff to do their jobs.  

Tasks include: 

  • reviewing and evaluating service performance metrics and reports
  • prioritising incidents and allocating resources
  • meeting stakeholders to ensure services are meeting business requirements
  • working on projects to deliver new or improved digital services  

Problem analyst

You’ll be responsible for identifying the root causes of recurring IT issues, analysing trends, and working with technical teams to find solutions.  

You’ll figure out why things keep going wrong, and work to fix them so they don't happen again.  

Your tasks will include:  

  •  reviewing incident reports to identify patterns or recurring issues
  • analysing trends and pinpointing potential IT problems
  • interviewing IT technicians and working with experts to understand underlying issues with systems and processes
  • creating a knowledge base and updating procedures
  • coordinating changes and monitoring their effectiveness. 

Service desk analyst

You’ll be the first point of contact for IT support, providing frontline assistance to NHS staff. You’ll log and resolve incidents and service requests, ensuring minimal disruption to healthcare services. 

Your tasks will include 

  •  responding to enquiries via phone, email or a ticketing system.
  • diagnosing and resolving computer or software issues.
  • guiding users through solutions or providing clear instructions
  • escalating complex issues to higher-level support teams.
  • maintaining and updating internal knowledge resources.
  • setting up new equipment or software for users. 

Service transition manager

You’ll coordinate teams to minimise disruption, manage risk and ensure services are ready to support patient care and staff needs.  

You’ll oversee the introduction of new or improved IT services from development to live operation.  

Tasks include: 

  •  reviewing ongoing transition projects including assessing risks
  • allocating resources to projects
  • collaborating with development teams to ensure new services meet service acceptance criteria
  • managing knowledge transfer between teams
  • conducting readiness assessments  

How much can I earn

You’ll usually work on a national pay and conditions system called Agenda for Change (AfC).  

  • End user computing engineers start at band 5 or 6 with senior roles reaching 8b
  • IT service managers start at band 8a with senior roles reaching 8d
  • Problem analysts start at band 6 or 7  
  • Service desk analysts start at band 4 with opportunities to progress, potentially up to band 9.
  • Service transition managers range from band 7 to 8b.

How about the benefits 

  • Make a difference
  • Flexible and part-time working
  • Good opportunities for progression
  • Excellent pension scheme
  • Good holiday entitlement, increasing with service
  •  NHS discounts in shops and restaurants 

Much needed skills 

  • Excellent problem-solving skills
  • A focus on customers and prioritising user needs
  • Ability to analyse data and metrics to assess service performance and identify areas for improvement. 

 Managers will also need the: 

  • Ability to lead teams, manage performance, and drive service excellence.
  • Ability to communicate clearly and effectively with technical teams, stakeholders, and end users
  • Change management skills 

Entry requirements

  • No specific degree is required but some entry-level role will require GCSEs ideally in ICT, Maths and English.
  • Level 3 qualifications such as BTECs, T Levels or A Levels in IT related subjects can also strengthen applications.
  • IT apprenticeships (e.g. Digital Support Technical Level 3) are often a common entry route into IT Operations Roles, these will combine on the job training with study.  

How to start a career in IT operations  

  • Gain experience in customer service, IT support, or operations to understand service delivery from the ground up.
  • Pursue relevant education, such as a degree in business administration, IT, or management.
  • Develop core skills like leadership, communication, problem-solving, and customer focus.
  • Work towards relevant certifications such as ITIL (Information Technology Infrastructure Library) to demonstrate your understanding of service management frameworks. 

What are my chances of starting a career in NHS IT operations  

The NHS has several thousand staff working IT operations. It is part of a growing digital workforce.  

With more healthcare services moving online, there’s a high demand for people to help build, run and maintain the NHS digital infrastructure.  

There are also many opportunities for career growth and development. 

Where the role can lead 

With further training and experience, you can move into senior management and director-level roles or explore other digital professions in the NHS. 

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