Job summary
The post holder will be required to: Work as part of a proactive team of support staff responsible for delivering a high quality, customer focused professional service.
- Interview Date: 06 March 2025
- 37 hours 30 minutes/week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
Main duties of the job
- Ensure compliance with all national and local standards and protocols for IT Services, including hardware, software, documentation and service
- To be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation
- Ensure that calls are dealt with in a timely manner and within agreed service levels. To resolve as many calls as possible such as password resets via telephone, ensuring sufficient security checks are carried out to validate the identity of the caller
- To ensure that all requests that cannot be solved by the Service Desk are logged to appropriate technical queue and are managed to successful resolution
- Update system status pages of the intranet to keep customers informed re system failures and periods of planned down time
- To seek advice from the Service Desk Manager where the situation or incident represents an exception to normal operating procedures
- To undertake other duties, within the competence of the post holder, that may be required from time to time
- Must be able to work a 24 hour shift rota in agreement with management
About us
Our staff oversee over 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:
o Freeman Hospital
o Royal Victoria Infirmary (RVI)
o Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)
o Newcastle Dental Hospital
o Newcastle Fertility Centre
o Northern Centre for Cancer Care, North Cumbria
o Northern Genetics Service
o Cramlington Manor Walks
These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.
We also have offices at Regent Point in Gosforth and community sites.
Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.
For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust
Job description
Job responsibilities
The post holder will be required to: work in the Service Desk team as part of a 24 hours support model consisting of 37.5 hours per week. In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include:
- Receiving calls, first line customer liaison
- Recording and tracking incidents and complaints
- Keeping Customer informed on request status and progress
- Making initial assessment of Incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels
- Monitoring and escalating incidents and requests relative to the appropriate service level agreements (SLAs)
- Closing Incidents and Service requests
- Carrying out daily tasks within the Service Desk function
- Responsible for deputising for the Service Desk Manager
- Identifying and seeking out solutions from other resolver teams for more complex issues raised through the Service Desk to improve the first time fix rate
- Mentoring and training Junior Service Desk Analysts
- Involved with the integration of new services
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
Job description
Job responsibilities
The post holder will be required to: work in the Service Desk team as part of a 24 hours support model consisting of 37.5 hours per week. In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include:
- Receiving calls, first line customer liaison
- Recording and tracking incidents and complaints
- Keeping Customer informed on request status and progress
- Making initial assessment of Incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels
- Monitoring and escalating incidents and requests relative to the appropriate service level agreements (SLAs)
- Closing Incidents and Service requests
- Carrying out daily tasks within the Service Desk function
- Responsible for deputising for the Service Desk Manager
- Identifying and seeking out solutions from other resolver teams for more complex issues raised through the Service Desk to improve the first time fix rate
- Mentoring and training Junior Service Desk Analysts
- Involved with the integration of new services
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
Person Specification
KNOWLEDGE
Essential
- Extensive Knowledge of Microsoft Operating Systems
- In depth Knowledge of computer systems / hardware / software acquired through diploma or equivalent experience
SKILLS
Essential
- Excellent troubleshooting skills working with in a Customer Service focused environment
- Excellent oral communication skills
- Excellent interpersonal skills
- Excellent decision making ability
- Excellent IT skills in particular Microsoft products
- Good documentation writing skills
- Ability to work unsupervised
EXPERIENCE
Essential
- Experience in an IT Service Desk or IT Helpdesk role
- Experience of working within an ITIL framework
Desirable
- Experience of working in the health sector
- Experience of using the support tool "Service Now"
QUALIFICATIONS
Essential
- Educated to HNC / HND or NVQ 4 level in an IT related subject or equivalent experience in an IT Service Desk role
Desirable
- ITIL Foundation Certificate or higher
- SDI or industry standard Service Desk Certificate
- Microsoft Certified Professional (MCP) qualification(s)
Person Specification
KNOWLEDGE
Essential
- Extensive Knowledge of Microsoft Operating Systems
- In depth Knowledge of computer systems / hardware / software acquired through diploma or equivalent experience
SKILLS
Essential
- Excellent troubleshooting skills working with in a Customer Service focused environment
- Excellent oral communication skills
- Excellent interpersonal skills
- Excellent decision making ability
- Excellent IT skills in particular Microsoft products
- Good documentation writing skills
- Ability to work unsupervised
EXPERIENCE
Essential
- Experience in an IT Service Desk or IT Helpdesk role
- Experience of working within an ITIL framework
Desirable
- Experience of working in the health sector
- Experience of using the support tool "Service Now"
QUALIFICATIONS
Essential
- Educated to HNC / HND or NVQ 4 level in an IT related subject or equivalent experience in an IT Service Desk role
Desirable
- ITIL Foundation Certificate or higher
- SDI or industry standard Service Desk Certificate
- Microsoft Certified Professional (MCP) qualification(s)
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
