Service Desk Operator

University Hospitals Sussex; Brighton; Hybrid; GBP 26.000 - 27.000; Vollzeit

Benefits dieser Stelle

Home or remote working

Zusammenfassung

University Hospitals Sussex NHS Foundation Trust is seeking a Service Desk professional to provide first line IT support, log requests, and coordinate with other IT teams. The role emphasizes strong customer focus and on-site work for one week every four weeks from Brighton.

The post requires experience with helpdesk operations, good communication, and the ability to manage multiple requests while maintaining service standards. This is a fixed-term opportunity of 3 years.

Qualifikationen

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

Aufgaben

• Answer helpdesk requests via email or telephone from non-IM&T staff and log on to the helpdesk system.
• Aid and advise customers, including those with little IT knowledge, and resolve IT support requests without referral where possible.
• Prioritise requests and route them to the appropriate senior teams.
• Accurately log all details for each request.
• Assist other helpdesk team members to resolve requests and ensure timely closure.

Kenntnisse

ECDL or equivalent computing

Microsoft operating systems

Basic PC maintenance

Jobbeschreibung

Main area Service Desk Grade Band 3 Contract Fixed term: 3 years (If you are internal this will be a secondment) Hours

• Full time
• Home or remote working

37.5 hours per week (Will be required to work on site for one week in every four weeks) Job ref 279-8383371-OCT26

Employer University Hospitals Sussex NHS Foundation Trust Employer type NHS Site Royal Sussex County Hospital Town Brighton Salary £25,760 - £27,476 per annum Salary period Yearly Closing 11/11/2026 23:59

At UHSussex we’re proud to be at the heart of the NHS. As one of the UK’s largest acute trusts, we’re a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.

Our hard-working, talented and dedicated people work together towards a common goal – to deliver Excellent Care Everywhere for our patients, our people and our communities. Whatever your role here at UHSussex you will play a part in driving us forwards and in improving the lives of patients across Sussex.

At UHSussex, diversity is our strength, and we want you to feel included to help us deliver Excellent Care Everywhere. 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 a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.

We value compassion, inclusion and respect as our core values . We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our wellbeing programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.

As a university trust and a leader in healthcare research , we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.

As part of our commitment to access for all, please see the different ways you can access the application form: https://apps.trac.jobs/accessibility?_ts=1

Job overview

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

Working for our organisation

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.

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.

Detailed job description and main 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)

Important information for applicants:

A Note on AI Use in Applications

UHSussex values authenticity and encourages applicants to ensure that all application materials accurately reflect their own skills, experience, knowledge and motivations. Candidates may use AI and digital tools to support the preparation of applications, for example to assist with spelling, grammar, structure or accessibility needs. However, applicants remain responsible for the content submitted and should ensure that it genuinely represents their own abilities and experience. Where there are reasonable concerns that an application does not authentically reflect the applicant's own knowledge, skills, experience or suitability for the role, the Trust reserves the right to explore this further and, where authenticity cannot be satisfactorily demonstrated, to reject the application.

Bank Workers: Bank workers are welcome to apply for any of our vacancies but please note if you are successful at interview there will be a delay in confirming a start date due to the Trust's current financial controls.

Closing Adverts Early: In the event of exceptional interest, we may close adverts earlier than specified.

Some of our adverts are capped for a limited number of applications; therefore, the advert will close once the cap has been reached. We therefore encourage you to submit your application as soon as possible if you are interested in the position to prevent you from missing out on applying for the opportunity.

Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.

DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check . We make offers in line with the Rehabilitation of Offenders Act 1975.

Skilled Worker Visa: Applications for Skilled Worker sponsorship are welcome for the roles that meet the Visa and Immigrations eligibility criteria. For further information please visit the gov.uk website searching for Skilled Worker. It is your responsibility as the applicant to ensure that you meet this criteria.

UHSussex reserves the right to close the role early if we receive a high volume of applications

Further Information

For help with the application process for Nursing vacancies, please email [e-mail].

For help with the application process for Non-Nursing vacancies, please email [e-mail].

Application numbers

This advert has been capped for a limited number of applications; therefore, it will close once the cap has been reached. We therefore encourage you to submit your application as soon as possible if you are interested in this post to prevent you from missing out on applying for this opportunity.