Second-Line IT Support Technician – Healthcare

University Hospital Southampton NHS FT; Southampton; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

NHS discounts

35 days paid holiday (pro rata)

Generous pension scheme

Job summary

University Hospital Southampton NHS Foundation Trust is seeking an Assistant Support Technician to join the 2nd line service desk team. You will diagnose, troubleshoot and provide user support for digital systems across the trust and external partners.

You'll work with clinical and non-clinical teams, respond to calls within SLAs, and help maintain system availability. The role involves standard 8am-6pm shifts, with 8-4 or 10-6 options, emphasizing high-quality customer service.

Qualifications

• Level 4 NVQ or Diploma or equivalent experience.
• Understanding of delivering good customer service.
• Good all-round understanding of information technology.
• Proficient MS Office user (incl. M365).
• Experience with troubleshooting and solving problems.
• Knowledge of data protection importance.
• Experience collaborating or working in a team.

Responsibilities

• Diagnose, troubleshoot, and provide user support for digital systems.
• Second line support for core applications, including configuration changes and data corrections.
• Respond to calls per service level agreements from the Trust IT Service Desk.
• Communicate unplanned outages or unavailability with stakeholders with updates.
• Collaborate with other support teams across UHS Digital and hospital departments.
• Undertake any other task as determined by line or senior managers within UHS Digital.

Skills

Customer service

IT knowledge

MS Office (incl. M365)

Troubleshooting

Data protection

Teamwork

Education

Level 4 NVQ or Diploma

Equivalent experience

Tools

SQL basics

ITSM/helpdesk tools

Programming basics

Job description

University Hospital Southampton NHS Foundation Trust is seeking an Assistant Support Technician to join the 2nd line service desk team. You will diagnose, troubleshoot and provide user support for digital systems across the trust and external partners.

You'll work with clinical and non-clinical teams, respond to calls within SLAs, and help maintain system availability. The role involves standard 8am-6pm shifts, with 8-4 or 10-6 options, emphasizing high-quality customer service.