Job Description

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.
PREVIOUS APPLICANTS NEED NOT APPLY

• Interview Date 6 October 2025
• Shortlisted candidates will be required to attend a face to face interview
• 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
Details
Date posted
22 September 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-A
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.
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.

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

Skills Required