Service Desk Operator

University Hospitals Sussex NHS Foundation Trust (279); Brighton; On-site; GBP 22,000 - 26,000; Full time

Job summary

University Hospitals Sussex NHS Foundation Trust in Brighton is seeking a Service Desk Operator to join the IT helpdesk and provide first-line support to users on all IT-related matters. You will log requests and either resolve them directly or escalate to other IT teams as appropriate.

The role is customer-focused and requires on-site work for one week in every four weeks. You will communicate clearly with service users via in-person, telephone, and other channels, and you will help maintain UH

Qualifications

• ECDL or equivalent computing qualification or relevant customer service related experience in a technical environment.
• Experienced user of Microsoft operating systems and application software.
• Basic PC maintenance.

Responsibilities

• Answer helpdesk requests via email or telephone from non-IM&T staff and log on the helpdesk system.
• Aid and advise customers including those with little IT knowledge and resolve IT support requests without referral where appropriate.
• Prioritise support requests and schedule them to the most appropriate member of senior teams.
• Accurately log all details for each request on the helpdesk system.
• Support other helpdesk team members to resolve requests.
• Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.
• Keep up to date with changes to IT standards, SLAs and UH SUSSEX standards.
• Generate reports from the helpdesk system as required.
• Assist management with audits within department by participating in areas of own remit.
• Identify areas requiring service improvements and comment on policies and protocols as required.

Skills

ECDL / computing qualification

Microsoft operating systems

Customer service

Basic PC maintenance

Education

ECDL or equivalent computing qualification

Tools

Microsoft Windows

Helpdesk logging

Job description

University Hospitals Sussex NHS Foundation Trust (279)

Service Desk Operator

The closing date is 11 November 2026

We have an exciting opportunity to be part of our team.

The post holder will form part of the helpdesk team working to provide first line support to customers on all matters relating to IT provision.

The post holder will log all requests for support and either resolve the request directly or assign to other IT support teams as appropriate.

This role is a key customer support role, and the post holder will be required to always maintain a customer focus.

Will be required to work on site for one week in every four weeks

Main duties of the job

Answer and handle all requests in accordance with UH SUSSEX standard operating policies

Communicate clearly and positively with all service users in person, via the telephone and via other inbound methods

Work closely with the other members of the UH SUSSEX Unit, and with other staff to resolve customer requests.

Employees must adhere to the Trust's Policy and Procedure for Raising Issues of Concern regarding patient matters, health and safety, corruption

Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions as

Please see JD for full duties

About us

Working for our organisation

At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer abuddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.

Candidate Pack

This vacancy is advertised as a time-limited opportunity is expected to be undertaken on a secondment basis. Before applying, employees must discuss the opportunity with their current line manager to confirm whether they may be released from their substantive role if successful. Release to undertake a secondment is not an automatic entitlement and must be agreed by all relevant parties: the employee, their current line manager, and the recruiting line manager.

Job responsibilities

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

This vacancy is advertised as a time-limited opportunity is expected to be undertaken on a secondment basis.

Before applying, employees must discuss the opportunity with their current line manager to confirm whether they may be released from their substantive role if successful. Release to undertake a secondment is not an automatic entitlement and must be agreed by all relevant parties: the employee, their current line manager, and the recruiting line manager.

1. Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system.

2. Aid and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.

3. Prioritise support requests and schedule them to the most appropriate member of senior teams.

4. Accurately log all details for each request on the helpdesk system.

5. Supports other helpdesk team members to resolve requests.

6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.

7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards.

8. Generates reports from the helpdesk system as required.

9. Assists management with audits within department by partaking in areas of own remit.

10. To identify areas requiring service improvements where required and comment on policies and protocols as required.

Please view Job Description and Person Specification for all responsibilities

Person Specification

Experience

• ECDL or equivalent recent computing qualification or relevant customer service related experience in a technical environment.
• Experienced user of Microsoft operating systems and application software
• Basic PC maintenance

Specific Requirement

• Able to work on site for one week in every four weeks

Skills

• Excellent time management and ability to deliver accurate work within strict timescales.
• Ability to work flexibly to meet the needs of the service, dealing effectively with conflicting demands

Equality, Diversity, and Inclusion

• Evidence of having undertaken own development to improve understanding of equalities issues
• Evidence of having championed diversity in previous roles (as appropriate to role)

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 Hospitals Sussex NHS Foundation Trust (279)