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

IT Service desk Operator

The closing date is 25 November 2026

University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.

Job Title: IT Service Desk Operator

Contract Type: Permanent

UHS will not be able to provide visa Sponsorshipfor this vacancy. Applicants should therefore ensure that they have sufficient right to work in the UK without requiring sponsorship for this role.

Please be advised that this vacancy may close earlier than stated if we receive a large number of applications.

Main duties of the job

This is an exciting opportunity to join our team as an IT Service Desk operator. You will be the face of UHS Digital - the first point of call for our staff to answer questions, solve problems, and signpost to further help. You will be answering the phones, assisting with walk-ins and responding to tickets by email and the service desk portal.This is a great opportunity for someone that understands customer service who wants to develop their IT skills and knowledge - this is a team that has historically fed into a range of other teams within UHS Digital.The successful candidate will support the Trust by ensuring all staff have the best possible digital experience.

About us

As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated 'Good' by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.

We support flexible working and will consider requests taking into account the needs of the service. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.

Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 30% lower than London and 17 schools rated outstanding by Ofsted.

We believe that using technology wisely shows strong time management and commitment to innovation. However, personalising your recruitment application to highlight your unique skills and experiences is crucial. Relying too heavily on generic, AI-generated content instead of drawing from your own strengths and accomplishments may lead to your application being rejected if multiple candidates present identical or similar information.

Job responsibilities

Providing 1st line support to all staff across the organisationLogging all incidents on IT Service Desk call logging software

Updating incidents and end users on the incident progress and escalating where necessary to 2nd line support

Regular audit of system users, processing all leavers as per UHS policy and procedures.

Person Specification

Qualifications, knowledge and experience

• A good education including English Language and Mathematics preferably GSCE C grade or above or equivalent (functional skills level 2) or equivalent experience
• Experience within a busy customer support, or helpdesk environment where interruptions are commonplace
• Experience following standard procedures, seeking advice and escalating issues where appropriate
• A structured and proven ability to work to deadlines, prioritise and multi-task
• Enthusiasm to learn new systems with the aim of providing guidance to customers
• Experience providing support for IT systems with an ability to learn and assimilate information quickly.
• Experience in providing guidance on digital systems or training queries
• Experience in the NHS

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 name

University Hospital Southampton NHS Trust

£25,760 to £27,476 a yearPer annum - Pro rata