Frontline IT Service Desk Operator

University Hospital Southampton NHS Trust; Southampton; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

35 days holiday

Generous pension

NHS discounts

Job summary

University Hospital Southampton NHS Trust is seeking an IT Service Desk Operator to join UHS Digital, supporting staff with 1st line IT help and ensuring smooth digital services. You will handle phone, walk-ins, and email incidents via the service desk portal, logging and progressing tickets, while learning new systems and providing friendly customer service within the NHS environment.

The role is a permanent contract with pro rata holiday entitlements and opportunities to grow IT skills in a

Qualifications

• Experience in a busy customer support or helpdesk environment.
• Ability to follow standard procedures and escalate issues where appropriate.
• Education including English Language and Mathematics (GCSE C grade or equivalent) or equivalent experience.
• Experience providing IT system support and willingness to learn new systems.
• Experience in NHS environments is desirable.

Responsibilities

• Provide 1st line IT support to all staff across the organisation.
• Log all incidents on IT Service Desk call logging software.
• Update incidents with progress and communicate with end users; escalate to 2nd line when needed.
• Regularly audit system users and process leavers as per UHS policy.

Skills

Customer service

Helpdesk experience

Communication skills

Multitasking

Prioritisation

Learning mindset

Education

GCSE English & Mathematics

Tools

Service desk portal

Incident logging software

Job description

University Hospital Southampton NHS Trust is seeking an IT Service Desk Operator to join UHS Digital, supporting staff with 1st line IT help and ensuring smooth digital services. You will handle phone, walk-ins, and email incidents via the service desk portal, logging and progressing tickets, while learning new systems and providing friendly customer service within the NHS environment.

The role is a permanent contract with pro rata holiday entitlements and opportunities to grow IT skills in a