University Hospital Southampton NHS FT
IT Service Desk Operator
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Job Overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.
Please see below for detailed job description of the role.
Main duties of the job
We are recruiting an IT Service Desk operator due to an internal promotion within the team.
This is the first point of call to all of UHS Digital services - you will be responding to Trust staff and external partners via the phone, email, service desk portal and walk-ins to the office, providing a warm and friendly service to all.
We don't expect an IT genius and will provide full training - we're after someone with an interest in providing the best customer service and who is willing and capable of learning how digital systems tick.
Working for our organisation
University Hospital Southampton is one of England's largest acute teaching Trusts, offering a wide range of learning and development opportunities to support your career aspirations.
Located on the south coast with an international airport and direct rail links to London, Southampton offers an ideal setting to live and work, with the New Forest, South Downs and Jurassic Coast.
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.
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At UHS, we’re committed to providing a flexible working environment where possible. Whether you are balancing family, study, or your wellbeing with your career, we want to support you so you can help our patients.
At UHS, we proudly champion individuality, recognising that outstanding care is only possible with a diverse, inclusive team. We’re committed to creating an anti-racist, anti-discriminatory environment where everyone feels valued, safe, and empowered to make a meaningful impact in our communities. We welcome applicants of all backgrounds, identities, and experiences to join us in building a healthcare community where everyone can belong, thrive, and contribute.
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 1stLevel support activities
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For an overview of the position, please refer to the attached Job Description and Person Specification document. This includes a detailed breakdown of the key responsibilities, role expectations, and the qualifications we are looking for.
Person specification
Trust Values and Behaviours
- Essential criteria
- Patients First
- Always Improving
- Working Together
Qualifications, Knowledge And Experience
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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
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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
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