IT operations
8 roles. Aligned with the UK GDaD PCF IT operations family.
Service desk analyst
Service desk analysts are the first point of contact for staff who need help with the organization's digital services, from login and smartcard problems to faults in clinical systems and devices. They log, triage, resolve, or escalate incidents and requests, keep users informed, and spot patterns that point to wider problems. In many health care organizations the service desk runs around the clock, because clinical services do.
- Band 3 Service desk analyst
- Band 4 Technical service desk analyst
- Band 5 Senior service desk analyst
- Band 6 Service desk manager
- Band 7 Head of service desk
End user computing engineer
End user computing engineers provide, support, and maintain the devices and software that staff use every day, such as laptops, desktops, tablets, mobile phones, printers, and the shared workstations on wards and in clinics. They fix faults on site and remotely, roll out and update devices, and keep them secure and compliant. Their work keeps clinicians and care staff able to see and record patient information at the point of care.
Infrastructure engineer
Infrastructure engineers design, build, run, and support the networks, servers, storage, cloud platforms, and hosting that the organization's digital services depend on. They keep this infrastructure available, secure, and recoverable, and work with suppliers and architects to change it safely. In health care, one infrastructure failure can stop clinical systems across hospitals and community services at once.
- Band 4 Associate infrastructure engineer
- Band 6 Infrastructure engineer
- Band 7 Senior infrastructure engineer
- Band 8a Lead infrastructure engineer
- Band 8b Principal infrastructure engineer
Application operations engineer
Application operations engineers keep the organization's applications running in live use, including clinical systems such as the electronic patient record and prescribing, laboratory, and imaging systems. They monitor applications, run scheduled jobs, manage users and access, deploy releases and fixes, and work with suppliers to resolve faults. Their work lets clinical and corporate staff rely on these systems at every hour of the day.
IT service manager
IT service managers make sure the organization's digital services are delivered to agreed levels and keep improving. They define service levels, manage the service catalog, report on performance, and coordinate the teams and suppliers that run each service. In health care, they turn what clinical services need, such as round-the-clock availability, into service targets and support arrangements.
- Band 4 IT service analyst
- Band 6 IT service manager
- Band 7 Senior IT service manager
- Band 8b Head of IT service management
Incident manager
Incident managers restore normal service as quickly as possible when something goes wrong, and keep the effect on users as small as possible. They coordinate technical teams and suppliers, keep users and leaders informed, and make sure incidents are recorded and passed to problem management. In health care, incidents can directly affect patient care, so incident managers work closely with clinical and operational leaders.
- Band 5 Incident manager
- Band 7 Major incident manager
Problem manager
Problem managers find and fix the root causes of incidents, so that faults stop happening again. They analyze incident data, run root cause investigations, record known errors and workarounds, and track fixes with technical teams and suppliers. In health care, repeated faults in clinical systems waste clinical time, erode trust, and can create patient safety risks, so removing them matters.
- Band 5 Problem analyst
- Band 6 Problem manager
Change and release manager
Change and release managers make sure changes to IT services are assessed, approved, scheduled, and carried out safely, and that releases are planned and coordinated. They run the change advisory board, own the configuration management database, and coordinate releases across teams and suppliers. In health care, they make sure changes to clinical systems are timed and tested to protect patient care.
- Band 4 Configuration analyst
- Band 5 Change and release analyst
- Band 6 Change and release manager