Job summary
An opportunity has arisen for an Apprentice Desktop Support Officer within the Trust IT Department, to support the delivery of high-quality IT Support Services to the Trust.
We are looking for motivated, proactive individuals with a clear patient focus to join the Desktop Support Team who will be a key team member delivering second and third-line support to our end users. You will be able to demonstrate excellent listening and communication skills with an ability to work under pressure and to deadlines. You will be required to continually develop your skills and knowledge to keep up to date with technological advancements and support a large userbase while working within the Desktop Support Team.
You will be a Band 2 throughout qualification for 18 months and upon successful completion Band 3.
- Interview Date: 14th August 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.
NO AGENCIES PLEASE
Main duties of the job
- The post holder will be required to provide first and second line desktop support to users in a complex networked IT infrastructure. The Trust has over 15,000 desktopPC's/Laptops, a wide range of other peripherals, used by over 16,000 staff.
- Information Technology is increasingly used in the provision of patient care and you will be required to provide support for IT equipment connected to automated Lab Analysers, Linear Accelerators and other diagnostic and treatment equipment.
- Most desktop devices are connected to the Trust's highly resilient network, which provides high speed data transfer between clients and over 1000 servers providing application services, the Storage Area Network and provides connectivity for the IP Telephonesystem
About us
Our staff oversee around 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
- To provide first and second line desktop support services to users of information technology across the Trust, to maximise the availability and functionality of Information Technology to end users. This may be either over the telephone, by e-mail or at the deskside.
- Provide assistance to the Senior Desktop Support Officers to Diagnose and repair PCs, laptops, peripherals and applications.
- Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
- Maintain up to date IT Records and Asset Management as required.
- Maintain up to date knowledge of technical hardware used within the trust.
- Provide Basic End User familiarisation with PC hardware facilities when installing new or upgrade systems for end users.
- Provide Basic End User familiarisation with peripherals facilities when installing new or upgraded systems for end users.
- Assess the suitability of PC locations before installation from a health and safety perspective.
- Be flexible in your approach to work in order to support the 3 primary sites and our community sites as required
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.
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.
You will need to be able to meet all the eligibility requirements as prescribed by the apprenticeship criteria to undertake the role.
To be eligible for an apprenticeship you must:
Have the right to work and remain in the UK.
Have lived in the UK for at least 3 years.
Provide original evidence of required English and Maths qualifications.
Further information:
You will not be considered if you have an equivalent or higher qualification in the same or a very similar subject.
You must not be engaged in any other funded training or education programme.
We cannot sponsor applicants during or on successful completion of the apprenticeship so please ensure you meet visa status eligibility.
We cannot accept applications from student visa applicants.
Please be advised if you are a 'Non-UK National' applicant you must meet the eligibility criteria and fulfil the settlement requirements of the apprenticeship course funding. Your settlement status will need to be verified as eligible for funding, by the relevant apprenticeship provider, for you to formally enroll on the course.
Further details can be found on the UK Government website.
Job description
Job responsibilities
- To provide first and second line desktop support services to users of information technology across the Trust, to maximise the availability and functionality of Information Technology to end users. This may be either over the telephone, by e-mail or at the deskside.
- Provide assistance to the Senior Desktop Support Officers to Diagnose and repair PCs, laptops, peripherals and applications.
- Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
- Maintain up to date IT Records and Asset Management as required.
- Maintain up to date knowledge of technical hardware used within the trust.
- Provide Basic End User familiarisation with PC hardware facilities when installing new or upgrade systems for end users.
- Provide Basic End User familiarisation with peripherals facilities when installing new or upgraded systems for end users.
- Assess the suitability of PC locations before installation from a health and safety perspective.
- Be flexible in your approach to work in order to support the 3 primary sites and our community sites as required
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.
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.
You will need to be able to meet all the eligibility requirements as prescribed by the apprenticeship criteria to undertake the role.
To be eligible for an apprenticeship you must:
Have the right to work and remain in the UK.
Have lived in the UK for at least 3 years.
Provide original evidence of required English and Maths qualifications.
Further information:
You will not be considered if you have an equivalent or higher qualification in the same or a very similar subject.
You must not be engaged in any other funded training or education programme.
We cannot sponsor applicants during or on successful completion of the apprenticeship so please ensure you meet visa status eligibility.
We cannot accept applications from student visa applicants.
Please be advised if you are a 'Non-UK National' applicant you must meet the eligibility criteria and fulfil the settlement requirements of the apprenticeship course funding. Your settlement status will need to be verified as eligible for funding, by the relevant apprenticeship provider, for you to formally enroll on the course.
Further details can be found on the UK Government website.
Person Specification
Qualifications and Education
Essential
- Minimum of 5 GCSE's A-C/9-4 including ICT, Maths and English. Maths and English may be in a form of Functional Skills/Key Skills Level 2
Desirable
- BTEC, A Level or Level 3 qualification
- Relevant technical certifications or qualifications.
Knowledge and Experience
Essential
- Basic understanding of Applications, including installation and configuration
- Basic knowledge and experience of Microsoft Operating Systems
Desirable
- Basic knowledge of networks
- Experience of installing and supporting PCs and Peripherals.
- Awareness of NHS Systems
- Familiarity with on-line technical and support resources
- Knowledge of Service desk operations
- 1 st and 2nd level experience in a customer service and Desktop Support environment
Skills and Abilities
Essential
- Good IT skills and accurate keyboard skills
- Communicates well with good oral and listening skills
- Good telephone manner and clear diction ability
- Good written communication skills.
- Able to work under pressure and meet deadlines
- Good time management skills
- Ability to work well unsupervised
- Excellent problem-solving and troubleshooting skills.
Desirable
- Excellent customer service skills
- The ability to handle difficult situations and ensure effective working by using a full range of interpersonal skills (e.g. tact, diplomacy, negotiation, influencing, assertiveness)
- Ability to interact effectively with internal and external personnel
Person Specification
Qualifications and Education
Essential
- Minimum of 5 GCSE's A-C/9-4 including ICT, Maths and English. Maths and English may be in a form of Functional Skills/Key Skills Level 2
Desirable
- BTEC, A Level or Level 3 qualification
- Relevant technical certifications or qualifications.
Knowledge and Experience
Essential
- Basic understanding of Applications, including installation and configuration
- Basic knowledge and experience of Microsoft Operating Systems
Desirable
- Basic knowledge of networks
- Experience of installing and supporting PCs and Peripherals.
- Awareness of NHS Systems
- Familiarity with on-line technical and support resources
- Knowledge of Service desk operations
- 1 st and 2nd level experience in a customer service and Desktop Support environment
Skills and Abilities
Essential
- Good IT skills and accurate keyboard skills
- Communicates well with good oral and listening skills
- Good telephone manner and clear diction ability
- Good written communication skills.
- Able to work under pressure and meet deadlines
- Good time management skills
- Ability to work well unsupervised
- Excellent problem-solving and troubleshooting skills.
Desirable
- Excellent customer service skills
- The ability to handle difficult situations and ensure effective working by using a full range of interpersonal skills (e.g. tact, diplomacy, negotiation, influencing, assertiveness)
- Ability to interact effectively with internal and external personnel
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).
