Junior IT Service Desk Analyst

Employer headingJunior IT Service Desk AnalystBand 3Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country. We have around 16,000 staff and an annual budget of £1.7 billion.With strong history of providing high quality care, clinical excellence, research and innovation regionally, nationally and internationally, we’re in the top five providers of specialised health services in the country.As well as providing a wide range of hospital and community services, we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.Job OverviewAn 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 APPLYInterview Date Friday 22 May 2026Monday & Tuesday nightshift 21.30-07.00You 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.Shortlisted candidates will be required to attend a face to face interviewCandidates will require to be flexible with working pattern to meet service needs. NO AGENCIES PLEASEMain duties of the jobThe 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.Working for our organisationAs 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.With around 2 million contacts with patients every year, we deliver care from:Royal Victoria Infirmary (RVI)Freeman HospitalNewcastle Dental HospitalCramlington Manor WalksUrgent treatment centresNewcastle Fertility CentreNorthern Centre for Cancer Care, North CumbriaNorthern Genetics ServiceThese 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 TrustDetailed Job Description And Main ResponsibilitiesThe 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 customer’s 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 specificationQualifications & EducationEssential criteriaEducated to A level or equivalent level qualification or relevant experience in an IT Service Desk roleDesirable criteriaITIL Foundation CertificateSDI or industry standard Service Desk CertificateKnowledge & ExperienceEssential criteriaHands on Windows OS knowledge (7 upwards)Experience of supporting Microsoft Office (2010 upwards)Knowledge of understanding and diagnosing technical problemsExperienced in gathering information using various questioning techniquesExperience in making decisions quickly and accuratelyDesirable criteriaKnowledge of computer and user management in Active DirectoryExperience of PC Hardware / BuildingExperience of working within an ITIL frameworkExperience of Desktop SupportExperience of large companies (1500+ user base)Experience of using the support tool “Service Now”Skills & AbilitiesEssential criteriaAbility to absorb and retain information quicklyAbility to as part of a team or unsupervisedStrong documentation skillsExcellent Customer Service SkillsExcellent Telephone MannerImportant note on completion of reference section of Application FormAll references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.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 month’s pay.Candidates who are shortlisted for interview will be contacted by e-mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful.Employer certification / accreditation badgesDocuments to downloadJD & PS (PDF, 191.4KB)Newcastle Staff Benefits (PDF, 274.4KB)Behaviour and Civility Charter (PDF, 93.8KB)Apply online nowFurther details / informal visits contactName Tony Irving Job title Service Operations Manager Email address tony.irving2@nhs.net