Job summary

The Service Desk Officer will provide a proficient NHS GM Digital & IT support service across the customer base. Provide in-depth technical remote support for all end-user equipment, systems and software supported by the IT Service. Support will be carried out in accordance with the customer's Service Level Agreement as well as the departmental guidelines and policies in the most efficient way.

The Service Desk Officer is the first point of contact for all customers and is responsible for ensuring all service requests and incidents are logged and managed appropriately. The IT Service Desk Officer will have diagnostic and fault-finding knowledge/skills and a broad range of IT knowledge as required. Administrative tasks in support of the service are also performed.

The post holder is responsible for conducting the Incident Management, Request Fulfilment and Configuration Management processes to mandated policy and procedures.

Main duties of the job

Provide high quality and detailed first line technical support to internal policies and procedures based on recognised ITIL good practice for all customers seeking support, advice and assistance on all supported IT Systems and infrastructure.

Handle queries by telephone, self-service portal, email and face to face from users to provide detailed advice, guidance and resolutions for system problems to all customers in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.

Use remote access tools, have the ability to detect, diagnose and resolve a high level of customer issues to reduce the need to travel to site. Where possible, the post-holder will minimise disruption to users' workflow by resolving reported incidents immediately using initiative to ensure high levels of customer satisfaction.

Ensure that all customer/user requests and all actions taken in response to customer/user requests are recorded accurately and in detail using the service management (call management) system used by the IT Shared Service.

Provide day-to-day system administration and support for systems managed by the IT Service.

Participate in IT Projects as required to support the implementation of new systems, services or infrastructure.

About us

Integrated Care Systems (ICSs) are partnerships of health and care organisations collaborating to plan and deliver cohesive services, aiming to enhance the health and well-being of local communities.

Their objectives include improving population health outcomes, addressing disparities in access and experience, optimising efficiency, and fostering social and economic development.

The NHS People Promise underscores the commitment to cultivate an inclusive workplace environment within NHS Greater Manchester Integrated Care, acknowledging and rectifying existing workforce inequalities, particularly concerning ethnic minorities, women, and individuals with disabilities.

Positive action measures will be employed to broaden the talent pool and ensure a better understanding of diverse customer needs.

The organisation advocates for diversity and inclusivity, offering flexible work arrangements, inclusive policies, and support services to accommodate a varied staff. Applicants from all backgrounds are encouraged to apply, with a specific welcome extended to ethnically diverse and disabled individuals.

Feedback on job descriptions and advertisements is welcomed to ensure clarity and inclusivity, reflecting a growth mindset and a commitment to continual improvement.

Job summary

An exciting opportunity has arisen for an Integrated Digital Care Record (IDCR) System Officer to support the Greater Manchester Care Record (GM CR) at NHS Greater Manchester (NHS GM).

The post holder will work within the IDCR Team, providing system administration for a portfolio of IT/Digital innovation projects supporting the roll out of the GM CR across Greater Manchester.

This is a dynamic role that is part of a team covering the Greater Manchester area. Delivery will be to Localities, GP practices, and Local Partner Organisations (Health and Social Care) on behalf of NHS Greater Manchester.

Main duties of the job

The post holder will work within the IDCR Team. Working as a partner in the health and care system, our customers include Greater Manchester Localities, GPs and NHS Foundation Trusts, as well as a number of non-NHS organisations and other professional bodies.

The post holder will maintain, administer and manage the GMCR across Greater Manchester Localities.

A key function of the role will be to enable user access across Greater Manchester as part of local project initiatives and provide Business As Usual (BAU) operational support.

About us

NHS Greater Manchester (NHS GM) have commissioned the Graphnet CareCentric application to support the Integrated Digital Care Records (IDCR) programme. The application enables data sharing between health and social care providers at Local and Greater Manchester level. The GM commissioned service is hosted by Graphnet and supported from an IM&T perspective by NHS GM Digital & IT Services on behalf of NHS GM.

The IDCR Service is supported remotely and is centrally based.The role will be based from Salford (currently working from home) where the IDCR Team is located and could be required to operate from another base in the Greater Manchester area. Travel is required as a part of this role.

The IDCR Service operates from Monday to Friday 07.30am - 18.00pm, excluding public holidays.

Details

Date posted

04 September 2026

Pay scheme

Agenda for change

Band

Band 5

Salary

£32,073 to £39,043 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

896-REF2026-09-A

Job locations

St. James Hosue

Pendleton Way

Salford

M6 5FW

United Kingdom

Job description

Job responsibilities

• User Administration Starters/Leavers and Changes (Role Based Access);
• Manage consent withdrawal on system and liaise with teams:
• Log Faults/Requests within Service Now and with Graphnet where necessary, liaising with the Supplier and end users if required;
• System upgrade support and liaison (e.g. with NHS GM IT Teams, end users and Graphnet regarding system upgrades, new software releases/patches etc.).
• Administer system user roles and access levels e.g. define Groups within CareCentric.
• Assign user logins to Local Partner Organisation users.
• Assign Local Partner Organisation user roles and access levels.
• Manage and respond to First-Line Support queries about logins, passwords etc. (via IT Service Desk Desk).
• Reset Local Partner Organisation user passwords (where CareCentric self-service portal is unavailable).
• Work in conjunction with the NHS GM IT Service Desk, and the Local Partner Organisation Technical Lead to resolve Incidents.
• Auditing of system; audit Local Partner Organisation use of the GM IDCR.
• Report inappropriate Local Partner Organisation usage to the IDCR Manager.
• Work with Local Partner Organisations to ensure that embedded Access to the GM IDCR is available within Local Partner Organisation systems (as required). Work in conjunction with the IDCR Manager, Local Partner Organisation Technical Lead and Third Party Suppliers to amend data feeds and the presentation of data within the GM IDCR (where required).
• Monitor GP and Local Partner Organisation data extracts and feeds, liaising where necessary with Third Party Suppliers.
• Escalate issues as appropriate to the IDCR Manager.
• Review Incident Priority with the IDCR Manager.
• Receive communications from the IDCR Manager in relation to system upgrades and downtime, initiating Local Partner Organisation communications, facilitating and instigating Contingency Plans as appropriate.

Job description Job responsibilities User Administration Starters/Leavers and Changes (Role Based Access); Manage consent withdrawal on system and liaise with teams: Log Faults/Requests within Service Now and with Graphnet where necessary, liaising with the Supplier and end users if required; System upgrade support and liaison (e.g. with NHS GM IT Teams, end users and Graphnet regarding system upgrades, new software releases/patches etc.). Administer system user roles and access levels e.g. define Groups within CareCentric. Assign user logins to Local Partner Organisation users. Assign Local Partner Organisation user roles and access levels. Manage and respond to First-Line Support queries about logins, passwords etc. (via IT Service Desk Desk). Reset Local Partner Organisation user passwords (where CareCentric self-service portal is unavailable). Work in conjunction with the NHS GM IT Service Desk, and the Local Partner Organisation Technical Lead to resolve Incidents. Auditing of system; audit Local Partner Organisation use of the GM IDCR. Report inappropriate Local Partner Organisation usage to the IDCR Manager. Work with Local Partner Organisations to ensure that embedded Access to the GM IDCR is available within Local Partner Organisation systems (as required). Work in conjunction with the IDCR Manager, Local Partner Organisation Technical Lead and Third Party Suppliers to amend data feeds and the presentation of data within the GM IDCR (where required). Monitor GP and Local Partner Organisation data extracts and feeds, liaising where necessary with Third Party Suppliers. Escalate issues as appropriate to the IDCR Manager. Review Incident Priority with the IDCR Manager. Receive communications from the IDCR Manager in relation to system upgrades and downtime, initiating Local Partner Organisation communications, facilitating and instigating Contingency Plans as appropriate.

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent level in experience.

Desirable

• Registered member of professional informatics body such as UKCHIP, BCS, Assist etc

Experience

Essential

• Experience of providing system administrative management support.
• Ability to document work accurately.
• Ability to use a range of IT systems, including email, spread sheets to a high standard and at pace.

Knowledge

Essential

• Knowledge of administrative procedures including IT systems, acquired via formal training or experience.

Person Specification Qualifications Essential Educated to degree level or equivalent level in experience. Desirable Registered member of professional informatics body such as UKCHIP, BCS, Assist etc Experience Essential Experience of providing system administrative management support. Ability to document work accurately. Ability to use a range of IT systems, including email, spread sheets to a high standard and at pace. Knowledge Essential Knowledge of administrative procedures including IT systems, acquired via formal training or experience.

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 Greater Manchester Integrated Care

Address

St. James Hosue

Pendleton Way

Salford

M6 5FW

United Kingdom

Employer's website

https://www.gmsharedservices.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

NHS Greater Manchester Integrated Care

Address

St. James Hosue

Pendleton Way

Salford

M6 5FW

United Kingdom

Employer's website

https://www.gmsharedservices.nhs.uk/ (Opens in a new tab)