Pathology Service Desk Technician

Manchester University NHS Foundation Trust; Manchester; On-site; GBP 28,000 - 31,000; Part time

Job summary

Manchester University NHS Foundation Trust (MFT) is seeking a Service Desk Analyst in Laboratory IT at Manchester Royal Infirmary to deliver efficient frontline IT support for pathology applications during core office hours. The role involves logging incidents, providing first and second line support, updating users on progress, and coordinating with third party suppliers to resolve issues.

It is a part-time post (18.75 hours per week, Tue/Wed required) with a pro rata salary band of

Qualifications

• Higher Education in IT or related field (HNC/HND or equivalent).
• Evidence of personal development activities related to IT service delivery.
• IT-related qualification referenced in job description.

Responsibilities

• Participate in providing an efficient, responsive service desk for pathology applications.
• Be the first point of contact within Labs IT for queries, incidents and requests.
• Log incidents and requests accurately using the Trust’s Service Desk system.
• Keep users updated on incident status and progress.
• Liaise with third party suppliers to obtain progress feedback and resolutions.
• Take ownership of open calls and coordinate with other departments for timely resolution.

Skills

Customer-facing IT support

Service desk software

Communication skills

Escalation coordination

Education

Higher National Certificate / Diploma or equivalent

Evidence of Personal Development

IT-related qualification (as per job spec)

Tools

Pathology LIMS

Microsoft Office

Service desk systems

Job description

We have vacancies in the following sectors

Select below to see the jobs in that sector

Main area Laboratory Informatics Grade NHS AfC: Band 4 Contract Permanent Hours Job share - 18.75 hours per week (Tuesday, Wednesday required, flexibility around remaining hours.) Job ref 349-CSS-7847263-RL4

Site Manchester Royal Infirmary Town Manchester Salary £28,392 - £31,157 per annum, pro rata Salary period Yearly Closing 15/09/2026 23:59

Job overview

This role is based in Laboratory IT within Department for Laboratory Medicine. The role is office based covering our busy service desk working core office hours. The successful candidate will have good communication and customer service skills.

Main duties of the job

Participate in the provision of an efficient, responsive, effective and customer focused service through the management of a Service Desk as first point of contact and provision of first and second line support for Pathology applications.

Be the first point of contact within Labs IT for all queries, incidents, problems and requests.

Accurately log Labs IT-related calls for incidents, problems and requests received by telephone, electronically or in person using the Trust’s Service Desk system.

Manage the user experience and their expectations by keeping them updated on the status of their reported incident.

Liaise with third party suppliers where incidents have been escalated to, obtain feedback of resolution progress in order to keep the user updated on progress.

Take ownership of open calls logged on the Service Desk system, liaising with other departments to ensure efficient, effective, timely resolution of calls.

Liaise closely with Users to manage user support incidents, problems and service requests to a satisfactory conclusion, providing full information and advice and investigating complaints in line with departmental policy.

Working for our organisation

Join Manchester University NHS Foundation Trust (MFT), the largest provider of specialist services, and our Oxford Road Campus in Manchester, the largest health academic campus in Europe – a great place to shape your career.

With a workforce of over 30,000 colleagues, we work together to deliver exceptional care to more than 1 million people every year.
Behind every patient cared for are people like you - keeping services running smoothly, supporting clinical teams, and helping create safe, welcoming environments for patients and our people alike.

At MFT, we believe in the power of teamwork, respect, and inclusion. Our People Plan reflects our commitment to making MFT a place where everyone feels they belong, where your ideas are heard, and your contribution is truly valued. Join us and work smarter with our digital technology and thrive in a collaborative culture that empowers you to deliver your best to ensure that your work behind the scenes creates seamless, high-quality care and exceptional patient outcomes.

Whether you're just starting out or looking to grow, we offer clear pathways for development and a culture that supports your wellbeing, ambition, and success. Everything you do makes a real difference to the lives of others.
At MFT, your role matters, your impact is real, and you’re part of something bigger from day one.

Detailed job description and main responsibilities

IMPORTANT CANDIDATE INFORMATION

To find out more about the key responsibilities and the specific skills and experience you’ll need for this role, take a look at the Job Description & Person Specification attachments under the ‘Documents to download’ heading.

To help you feel confident, prepared and fully informed before you apply, we invite you to explore Inside MFT – Your Candidate Place.This welcoming one‑stop hub gives you a real sense of who we are, what we stand for, how we reward and support you, and the many ways we care for you as you care for others.You’ll also find practical hints and tips for submitting a great application, along with the essential information you need to know before you apply.

To access ‘Inside MFT – Your Candidate Place’, simply click on the relevant PDF document under the ‘Documents to download’ heading and once opened, you can either scan QR code or click on the link provided.

We welcome applications from a wide range of backgrounds and experiences.
To help us manage applications fairly and give each one the time it deserves, our adverts may close early if we receive a high level of interest. Early applications are therefore encouraged.

Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, please contact the manager named below.

Here at Manchester University NHS Foundation Trust, we’re proud to be ALL HERE FOR YOU, for our patients, our communities, and each other.
As part of our commitment to fairness, transparency, and personal integrity, we ask all applicants to ensure that their job applications reflect their own experiences, skills, and motivations. While AI tools can support spelling, grammar, or formatting, we expect that the content of your application, especially personal statements and responses to role specific questions is written by you. This helps us get to know the real you and ensures that our recruitment process remains equitable and meaningful for everyone.

Thank you for helping us uphold the values that make our Trust a place where people belong, grow, and thrive. We look forward to receiving your application.

As part of our commitment to safeguarding patients and staff, many roles at Manchester University NHS Foundation Trust (MFT) require a Disclosure and Barring Service (DBS) check. This is a standard process across the NHS and helps us ensure a safe environment for everyone.

A DBS check is a background check that reveals any criminal convictions, cautions, reprimands, or warnings. The level of check required depends on the role:

Standard DBS : Checks for spent and unspent convictions, cautions, reprimands, and final warnings.

Enhanced DBS : Includes the above, plus any additional information held by local police that’s considered relevant to the role.

Enhanced with Barred Lists: Includes all of the above, plus checks against the children’s and/or adults’ barred lists.

Who Needs a DBS Check

Most roles involving direct patient contact, working with children or vulnerable adults, or access to sensitive information will require a DBS check. The job advert and recruitment team will let you know if this applies to your role.

The Costs for a DBS

At Manchester University NHS Foundation Trust (MFT), roles that require a DBS check are subject to a cost recovery policy. This means that the cost of submitting and processing a DBS application if you are successful and join us, will be deducted from your salary within the first three months of employment.If, however, you withdraw from a conditional offer after the DBS process has begun, you will still be liable for the cost incurred.

Candidates are also expected to register with the DBS Update Service which must be completed within 30 days of the certificate being issued. This helps streamline future employment checks and supports safer recruitment practices. For more information, please visit the DBS Update Service.

Person specification

Qualifications

• Higher National Certificate / Diploma or equivalent or relevant experience
• Evidence of Personal Development.
• Higher National Certificate / Diploma or equivalent qualification in an IT related subject.

Experience

• Experience in working in customer facing IT service delivery environment.
• Evidence of providing a customer focussed IT front line service.
• Ability to communicate confidently via telephone with staff at all levels across the Trust
• An ability to listen and diagnose correctly in order to ensure that incident are dealt with effectively.
• Able to work under pressure
• Must be able to handle people in a courteous and sensitive manner taking account of individual needs and concerns
• An ability to communicate effectively and with confidence to third party suppliers
• A working knowledge of Pathology services and laboratory information systems.
• Good working knowledge of Microsoft products including Microsoft Office Suite
• Experience in the use of service desk systems and call distribution systems.