Job Description

An exciting opportunity has arisen in our Service Desk department for a 1st. line technician, who will be able to make a significant contribution within a demanding support environment. This is a fantastic opportunity to work within a fast paced and exciting environment that is continually changing monthly offering constant challenges and personal development.
Successful candidates will have excellent problem-solving & communication skills as well as exceptional organisational and time management skills, with ability to prioritise their own workload.
Providing 1st line support to end users in all aspects of IT and telecommunications delivery.
Communicating and ensuring the safe use of IT equipment and systems within the NEAS.
Configuration of hardware and software in accordance with detailed instructions
Conducting planned maintenance and upgrades to Trust IT desktop systems and software in accordance with detailed instructions.
Candidates will require a Full UK Driving Licence and be available to travel to different sites at short notice.
For further information please contact kevin.holmes@neas.nhs.uk
Main duties of the job
Recording and responding to technical queries and issues from end users through the NEAS helpdesk system.
Providing 1st line support to end users in all aspects of IT and telecommunications delivery.
Communicating and ensuring the safe use of IT equipment and systems withinNEAS.
Configuration of hardware and software in accordance with detailed instructions.
Escalating 1st line issues to 2nd line support where appropriate.
Recording comprehensive details of all Trust IT desktop assets.
Auditing of Trust IT desktop assets including the metering of software use.
Basic IT hardware and software 1st line trouble shooting.
Carrying out planned maintenance and upgrades to Trust IT desktop systems and software in accordance with detailed instructions.
Compliance with all Trust Policies and Procedures
About us
We employ 3,500 staff in 63 locations and serve a population of 2,600,000 in Northumberland, Tyne & Wear, County Durham, and Tees over 3230 square miles.
Many people think the job of the ambulance service is to collect patients and take them to hospital, but we do much more!
Paramedic skills have developed hugely in recent years, meaning we carry out more treatment at the scene and en-route to hospital.
We have a dedicated clinical assessment service that allows us to provide patients with the most appropriate care from the beginning of the patient journey.
We have a specialised branch of the Trust called HART which deal with explosions or terrorist attacks.
Ultimately patients are the heart of everything that we do to support our mission of "safe, effective and responsive care for all".
We value and respect the diversity employees bring to our workplace. We recruit a workforce that reflects the community we serve, and welcome applications from people from all backgrounds. To ensure we deliver on our aims in relation to diversity and inclusion we assess ourselves against a range of frameworks. We are ENEI Gold employer, Disability Confident Leader, Dyslexia Smart Award employer, Dementia Friendly, and part of Mind Blue Light programme and the Race at Work Charter from the Princes Responsible Business Network and are achieving across all objectives in NHS Equality Delivery System.
Details
Date posted
08 October 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year n/a
Contract
Permanent
Working pattern
Full-time
Reference number
340-SDT-10-25
Job locations
Bernicia House, Ambulance Headquarters
Newcastle upon Tyne
NE15 8NY
Job description
Job responsibilities
Please refer to the attached for the full list of details and responsibilities for this role. Job description
Job responsibilities
Please refer to the attached for the full list of details and responsibilities for this role.
Person Specification
Education,Qualifications and Training
Essential

• GCSE Level education in a relevant area or demonstrable experience Relevant qualification - Standard Microsoft Desktop or demonstrable experience

Desirable

• ECDL or equivalent Experience providing support within a service desk role

Key Skills, Knowledge and aptitude
Essential

• Knowledge of how to deal with a range of non-routine activities Demonstrate strong keyboard skills and data entry / manipulation Basic understanding of desktop hardware Microsoft products

Desirable

• Understanding of various IM&T concepts, i.e. cloud, Virtualisation, storage means etc.

Experience
Essential

• Understanding of the safe and appropriate use of IM&T solutions / services

Desirable

• Supporting end user and desktop IM&T systems to enhance service provision Delivery of technical support against organisational needs

Disposition,Personal Attributes
Essential

• Flexible with the ability to prioritise and manage own workload from a given set of tasks Able to communicate with end users on IM&T related topics
• Ability to forge effective relationships at all levels Ability to work both individually and as part of a team Commitment to continuous development

Desirable

• Demonstrable examples of identifying opportunities to deliver service improvements

Other
Essential

• Hold a full British Driving Licence

Person Specification
Education,Qualifications and Training
Essential

• GCSE Level education in a relevant area or demonstrable experience Relevant qualification - Standard Microsoft Desktop or demonstrable experience

Desirable

• ECDL or equivalent Experience providing support within a service desk role

Key Skills, Knowledge and aptitude
Essential

• Knowledge of how to deal with a range of non-routine activities Demonstrate strong keyboard skills and data entry / manipulation Basic understanding of desktop hardware Microsoft products

Desirable

• Understanding of various IM&T concepts, i.e. cloud, Virtualisation, storage means etc.

Experience
Essential

• Understanding of the safe and appropriate use of IM&T solutions / services

Desirable

• Supporting end user and desktop IM&T systems to enhance service provision Delivery of technical support against organisational needs

Disposition,Personal Attributes
Essential

• Flexible with the ability to prioritise and manage own workload from a given set of tasks Able to communicate with end users on IM&T related topics
• Ability to forge effective relationships at all levels Ability to work both individually and as part of a team Commitment to continuous development

Desirable

• Demonstrable examples of identifying opportunities to deliver service improvements

Other
Essential

• Hold a full British Driving Licence

Skills Required