Pathology Service Desk Technician
At a glance
- Band
- Band 4
- Contract
- Permanent
- Pattern
- Job share
- Posted
- 08/09/2026
- Closes
- 15/09/2026
Sponsorship verdict
This contract type is not eligible for Skilled Worker sponsorship.
NHS Trusts cannot issue a Certificate of Sponsorship for part-time, bank, locum, zero-hours, job-share or short fixed-term (under 12 months) contracts under current Home Office rules. This applies even when the wider Trust holds a Skilled Worker licence.
Role summary
This role is for a Pathology Service Desk Technician within the Laboratory IT Department, based at Manchester University NHS Foundation Trust. The successful candidate will provide first and second-line IT support for Pathology applications, acting as the initial point of contact for all IT-related queries, incidents, and requests. Key responsibilities include logging calls, managing user expectations, liaising with third-party suppliers, and ensuring timely resolution of IT issues. The position requires strong communication and customer service skills in an office-based setting.
Key responsibilities
- 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.
Essential criteria
- Higher National Certificate / Diploma or equivalent or relevant experience
- Evidence of Personal Development.
- 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
Desirable criteria
- Higher National Certificate / Diploma or equivalent qualification in an IT related subject.
- 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.
Useful to know
Agenda for Change 2024/25 pays Band 4 at £26,530 – £29,114 a year, across England.
This advert: £28,392 – £31,157 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 7d
Plenty of time to prepare a strong application.
Full advert · preview
Manchester University NHS Foundation Trust
Pathology Service Desk Technician
The closing date is 15 September 2026
Job summary
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
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