Health Informatics Career Framework

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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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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	UKCHIP