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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ITSM Support Officer - **Company:** University College London Hospitals NHS Foundation Trust - **Location:** London, UK - **Salary:** £43,981.0 - £52,586.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Cloud Computing, Configuration Management, Databases, Computer Literacy, Web Content Management Systems, Data Centers, Data Mining, Microsoft Office, Power BI, Service Design, Software Engineering, Computer Networking Systems, Enterprise Software Applications, Microsoft Power Automate, Azure Data Factory, Information Technology, Data Management - **Published:** July 16, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=db26b62810173944 ## About the Role Experience of: * customer or IT user support * working with internal or third party service providers * working with technical experts * using integrated service management tools * agile development methodology and work management tools A passion for IT processes, data, and reporting A general understanding of core Office 365 technologies Skills and abilities Basic technology skills in areas like: * website content management * software development * databases * data extraction, transformation, and management Ability to communicate effectively with energy, enthusiasm, and passion both orally and in writing Strong time management skills to effectively prioritise workload to meet competing deadlines UCL Ways of Working Follow UCL Ways of Working, including: * Committed to providing a responsive and helpful service * Making best practice an absolute priority * Switching easily between tasks and groups and stakeholders * Documenting and sharing solutions * Using evidence and quality data to support approaches Desirable Criteria Hands on experience with: * ITIL, Agile, and SAFe processes * Xurrent service management tools * Power BI, Power Automate, and Azure Data Factory Strong analytical thinking and problem solving skills Strong networking and socialisation skills Commitment to and knowledge of advancing equality, diversity and inclusion ## Description department which manages the infrastructure and data platforms which underpin UCL's central IT services, including data centres, cloud compute and storage platforms, networks, telephony, communications and collaboration and enterprise applications. In addition, IT Service and Operations provides an End-to-end Service Management capability, ensuring UCL's IT services are relevant, responsive and resilient., Main purpose of the job The purpose of the Service Management Support Officer role is to support the operation and management of a number of service management processes to ensure these are functioning at their optimum. The processes include, but are not limited to: * Service Design, Transition, and Experience * Change and Problem Management * Monitoring and Availability Management * Configuration Management * Service Health Reviews * Service Metrics and Reporting The role requires the holder to support the managers noted in the Reports To section of this document. The role will allow the heads to call on additional support as their needs demand. For example: * Support the development and improvement of service management processes * Development of documentation and templates * Data quality management activities and report development * Participation in activities related to embedding changes with Service Owners and Product/Service Teams * The role holder will need to be comfortable working with stakeholders at several levels of the division, establish good working relationships with Service Owners, SOMs, and technical teams. The role holder will need an eye for detail and delivery to support the ideas and vision of the Service Management Heads ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Data Mining Accessibility](https://www.wearedevelopers.com/videos/802-data-mining-accessibility) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)