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Welcome to the UK Health Informatics Career Framework (HICF).
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Job Role Detail
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Role Title
Service Desk Operator
There are
93
learning and development opportunities relevant to this HICF Level and Discipline
View development opportunities linked to this HICF Level and Discipline
HICF Reference code
ICT-3.1
HICF Discipline
ICT Staff
HICF Level
3 - Senior Assistants/Technicians
Role Description
A Service Desk Operator provides first line support to users of IT systems and services in an organisation. This includes: logging requests for support; resolving requests; providing technical fault diagnosis, advice and guidance; escalating calls to the appropriate second line support staff and/or assigning requests to other members of the team; and communicating effectively with users and other team members.
Indicative job titles
ICT Service Desk Operator / Officer
IT Helpdesk Operator
Attached job description
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Other attached files
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Indicative qualifications
Good general standard of education, including evidence of literacy and numeracy
Basic IT Skills (eg European Computer Driving Licence, NHS Elite)
Qualification in customer care at QCF Level 3 or equivalent (or equivalent experience)
Vendor qualification related to the support being provided (eg Microsoft Certified Desktop Support Technician – MCDST)
ITIL Foundation Certificate in IT Service Management (ITIL v3)
Related National Occupational Standards (NOS)
Item Title
Standard
CFACSA4 - Give customers a positive impression of yourself and your organisation
NOS
ESKISO2 - IT/Technology service operations and event management
NOS
ESKITP7022 - IT/Technology service help desk and incident management Level 2
NOS
ESKITP7042 - IT application management / support Level 2
NOS
SFHGEN68 - Monitor compliance with quality systems
NOS
SFHHI1 - Identify, and respond to, risks relating to data and information in a health context
NOS
SFHSS02 - Contribute to the effectiveness of work teams
NOS
SFHSS07 - Receive, transmit, store and retrieve information
NOS
Other related professional standards
Item Title
Standard
Associate (AMBCS)
BCS
Communication Level 2
KSF
Equality and diversity Level 1
KSF
Health, safety and security Level 1
KSF
Information processing Level 1
KSF
Personal and people development Level 1
KSF
Quality Level 1
KSF
Service Improvement Level 1
KSF
Services and project management Level 1
KSF
Systems, vehicles and equipment Level 2
KSF
Full registration - level 1
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