Job Description

Looking to start or grow your IT career within the NHS?

Do you want to be part of a dynamic team implementing innovative technologies that drive transformation in healthcare?



North Cumbria Integrated Care NHS Foundation Trust is seeking a motivated IT Service Desk Assistant to join our team based in Carlisle . This role not only involves supporting our busy IT Service Desk but also assisting colleagues and staff with the deployment of a new software system.



Our IT Service Desk operates Monday to Friday from 08:00 to 18:00, with a rota system in place to ensure full coverage during these hours. Please note: occasional work outside of these core hours may be required to support the deployment of our new EPR software, depending on service needs.



You will be the first point of contact for staff with IT related issues and questions , you will provide both advice and basic 1 st line remote technical support. Triage guidelines will be followed to ensure the necessary information is captured to facilitate the resolution or escalation of all reported incidents and service requests. You will be required to resolve the maximum number of incidents at first contact within agreed timescales. As well as providing advice and 1 st line technical support, the role holder will be required to carry out various administrative functions undertaken by the team.



The ideal candidate will be well organised, have an analytical approach to problem solving and will have excellent communication skills (both written and verbal). Customer service experience is essential as is an enthusiasm for IT related work. The desire to learn and the ability to maintain high levels of performance whilst working in what can be a high pressure environment.



Although not essential a knowledge of ITIL, Microsoft Windows, Office and Active Directory would be advantageous, however appropriate training will be provided. You must have a flexible approach to your work whilst at the same time being methodical in your approach. You should also be capable of working as a member of a team with the commitment to provide an efficient and effective service.



At NCIC, we have an ambition to deliver outstanding healthcare services to the population of North Cumbria. The Trust is committed to creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout our county.



Our 5 key principles demonstrate our belief in the delivery of 'safe, high quality care every time':



Being a clinically led organisation



Quality and safety at the heart of our Trust



A positive patient experience every time



A great place to work



Managing our money well



As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.



Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. All staff are expected to support sustainability.



Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.



Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment. Any applicants who do not meet the eligibility criteria will not be progressed.



If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.



Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligible vacancies .



Please ensure that you document evidence of meeting all the essential criteria in the supporting information. If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.

Important Information



Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.



For candidates applying using a Hotmail account or have strict firewall settings please ensure the following:



Junk Mail is checked regularly

Disclosure and Barring Service:

On 28 November 2020, the new Disclosure and Barring Service filtering rules will come into effect.

The changes mean that:

youth cautions, reprimands and final warnings will no longer be subject to automatic disclosure

the multiple conviction rule has been removed, meaning that if an individual has more than one conviction, regardless of offence type or time passed, each conviction will be considered against the remaining rules individually, rather than being automatically disclosed.



If you are unsure about whether you need to disclose certain criminal record information, free confidential advice may be sought from one of the charity bodies listed below. These bodies can advise you on what you are legally required to declare and may also be able to advise you on how you can disclose criminal record information to a prospective employer and your legal rights when doing so.

Nacro - Tel:

0300 123 1999, or email: helpline@nacro.org.uk

Unlock - Tel:

01634 247350, email advice@unlock.org.uk or complete the online form on the Unlock website



The Trust is committed to safeguarding adults and children therefore if the post is subject to the Rehabilitation of Offenders Act (ROA) 1974 (Exceptions) Order 1975 (as amended) the successful candidate(s) will be subject to a criminal records check with the Disclosure and Barring Service (DBS). The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:



Please note the cost of the DBS check has increased from 2 nd December 2024

Standard Check:

21.50 + Administration cost of 5.90 = 27.40. Deducted from salary over following 4 months or one off payment.

Enhanced Check:

49.50 + administration cost of 5.90 = 55.40. Deducted from salary over following 4 months or one off payment.



As part of the one of the largest employers in the UK NCIC future employees will have also access to the following benefits.



A lease car may be available for this position; further details will be provided upon appointment if applicable.



27-day holiday scheme rising to 33 after 10 years



Flexible working Scheme



Excellent opportunities for development



Competitive NHS Pension scheme



Access to NHS discounts with retailers and leisure companies



EAP (Employee Assistance Programme) a free, confidential counselling and information service to assist with personal or work-related problems



These schemes are subject to availability