IT Service desk Operator

University Hospital Southampton NHS FT; Southampton; On-site; GBP 24,000 - 30,000; Full time

Job summary

University Hospital Southampton NHS Foundation Trust is seeking an IT Service Desk Operator to be the friendly, first point of contact for staff. You will answer calls, assist walk-ins, and respond to emails and portal tickets to resolve issues promptly.

This permanent role supports a busy, NHS environment. You’ll gain IT skills on the job, work to deadlines, and contribute to delivering the best possible digital experience for colleagues.

Qualifications

• Experience in a busy customer support or helpdesk environment.
• Ability to follow standard procedures and escalate as needed.
• Strong customer-facing and telephone communication skills.
• Structured, deadline-driven and able to multi-task.
• Enthusiasm to learn new systems.

Responsibilities

• Provide 1st line support to all staff across the organisation.
• Log incidents on IT Service Desk software.
• Update incidents and inform end users on progress; escalate to 2nd line when required.
• Process relevant 1st level support activities.
• Regularly audit system users and process leavers per policy.

Skills

Customer service

Telephone communication

Time management

Multi-tasking

Willingness to learn

Education

GCSE English and Mathematics

Job description

Job Overview

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 Sponsorship for 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.

Working for our organisation

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.

Detailed Job Description And Main Responsibilities

• Providing 1st line support to all staff across the organisation
• Logging 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
• Processing relevant 1st Level support activities
• Regular audit of system users, processing all leavers as per UHS policy and procedures.

Person specification

Qualifications, Knowledge And Experience

Essential criteria

• 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
• Good customer facing skills / telephone / communication skills
• 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

Desirable criteria

• 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