IT Support Officer

Overview

NICE - The National Institute for Health and Care Excellence

The closing date is 24 September 2025

The National Institute for Health and Care Excellence (NICE) exists to help improve the quality, sustainability and productivity of health and social care in England. We have an international reputation for our approach to producing guidance and information on effective practice that supports better decisions and helps the health and care system to prioritise its investment. We are one of the world leaders in the work that we do!

Important eligibility

Please note that this role may not be eligible for sponsorship under the Skilled Worker route. Please refer to the Direct Gov website for information regarding eligibility.

Job details

Role: IT Support Officer

Closing date: 24 September 2025

Main duties of the job

To be considered for this role, the candidate must have experience of:

• Dealing with end-user queries via walk-ups, telephone, email, and/or an IT service desk.
• Able to triage calls/tickets in line with ITIL Service Desk escalation process.
• Provide proactive first-line IT support.
• Manage & maintain IT consumables and hardware stock levels.
• Knowledge of supporting a Microsoft 365 environment and other standard desktop applications.
• Knowledge and experience of Active Directory.
• Knowledge and experience of supporting meeting room video conferencing equipment.
• Self-motivating with the ability to work unsupervised and make timely, robust, and independent decisions on issues for which they have responsibility.

About us

The Digital, Information, and Technology (DIT) directorate is an 80-strong team of digital, information, and technology professionals. Our digital teams adopt a user-centric agile methodology and work in multidisciplinary teams with analytics and insight to develop and maintain NICE's suite of digital and technology services. The IT Support officer will be part of the Infrastructure & Operations team. This team is responsible for IT operations and support, including networking, infrastructure, DevOps, and unified user support. We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.

Job responsibilities

To be considered for this role, you should be able to demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrate all essential criteria through the entirety of the recruitment process to be considered for the job. Please see the job description attached for the full list of responsibilities.

Person Specification Education

• Relevant Degree/NVQ 5 or equivalent in an IT-related subject or equivalent experience qualification.

Experience

• Experience of providing good customer service in a busy service desk environment.
• Experience of using an electronic helpdesk system to receive, triage, escalate & resolve end-user queries.

Skills

• Provide an example that demonstrates the ability to troubleshoot on-site AV and virtual conferencing issues, resolving an end-user problem.
• Provide an example of using technical knowledge to resolve an end-user problem related to IT hardware, software, IT systems, or an M365 application.
• Demonstrate attention to detail and high standards of accuracy.
• Understanding of cybersecurity and how poor cybersecurity can affect businesses.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for Disclosure to the Disclosure and Barring Service will be required to check for any previous criminal convictions.

NICE - The National Institute for Health and Care Excellence

Working pattern: Full-time, Flexible working, Compressed hours