The Newcastle upon Tyne Hospitals NHS Foundation Trust

Junior IT Service Desk Analyst

The closing date is 19 August 2025

Job summary

An exciting opportunity has arisen at The Newcastle upon Tyne Hospitals Foundation Trust for Junior IT Service Desk Analyst. The successful candidate will join an enthusiastic team reporting directly to the IT Service Desk Team Leader.

Interview Date Monday 01 September 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 work as part of a proactive team of support staff responsible for delivering a high quality, customer-focused professional service.
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 regarding system failures and periods of planned down time.
To seek advice from the Service Desk Team Leader 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.

About us

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.

Our staff oversee over 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:

Freeman Hospital
Royal Victoria Infirmary (RVI)
Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)
Newcastle Dental Hospital
Newcastle Fertility Centre
Northern Centre for Cancer Care, North Cumbria
Northern Genetics Service
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 HospitalsandNewcastle Hospitals NHS Foundation Trust

Date posted

15 August 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

317-2025-33-27-DR

Job locations

Regent Point

317 Regent Point

NE3 3HD

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.

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: (but are not limited to)

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 SLAs.
Closing incidents and requests.
Carrying out daily tasks within the Service Desk function.

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.

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 SLAs.
Closing incidents and requests.
Carrying out daily tasks within the Service Desk function.

Person Specification

Qualifications & Education

Essential

Educated to A level or equivalent level qualification or relevant experience in an IT Service Desk role

Desirable

ITIL Foundation Certificate
SDI or industry standard Service Desk Certificate

Knowledge & Experience

Essential

Hands on Windows OS knowledge (7 upwards)
Experience of supporting Microsoft Office (2010 upwards)
Knowledge of understanding and diagnosing technical problems
Experienced in gathering information using various questioning techniques
Experience in making decisions quickly and accurately

Desirable

Knowledge of computer and user management in Active Directory
Experience of PC Hardware / Building
Experience of working within an ITIL framework
Experience of Desktop Support
Experience of large companies (1500+ user base)
Experience of using the support tool "Service Now"

Skills & Abilities

Essential

Ability to absorb and retain information quickly
Ability to as part of a team or unsupervised
Strong documentation skills
Excellent Customer Service Skills
Excellent Telephone Manner

Person Specification

Qualifications & Education

Essential

Educated to A level or equivalent level qualification or relevant experience in an IT Service Desk role

Desirable

ITIL Foundation Certificate
SDI or industry standard Service Desk Certificate

Knowledge & Experience

Essential

Hands on Windows OS knowledge (7 upwards)
Experience of supporting Microsoft Office (2010 upwards)
Knowledge of understanding and diagnosing technical problems
Experienced in gathering information using various questioning techniques
Experience in making decisions quickly and accurately

Desirable

Knowledge of computer and user management in Active Directory
Experience of PC Hardware / Building
Experience of working within an ITIL framework
Experience of Desktop Support
Experience of large companies (1500+ user base)
Experience of using the support tool "Service Now"

Skills & Abilities

Essential

Ability to absorb and retain information quickly
Ability to as part of a team or unsupervised
Strong documentation skills
Excellent Customer Service Skills
Excellent Telephone Manner

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.