Hybrid IT Service Desk Analyst – Information Exchange

The Newcastle upon Tyne Hospitals NHS Foundation Trust; Newcastle upon Tyne; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking a Junior IT Service Desk Analyst to support the Great North Care Record (GNCR) and Health Information Exchange services. You will provide first and second line support, ensuring high-quality customer service and adherence to SLAs in a dynamic NHS environment.

The role offers hybrid working (3 days in the office, 2 days from home), 37.5 hours per week, and opportunities to contribute to NHS digital innovation and patient data

Qualifications

• Educated to A level or equivalent level qualification or relevant experience in an IT Service Desk role.
• ITIL Foundation Certificate.
• SDI or industry standard Service Desk Certificate.

Responsibilities

• Deliver high quality customer service to GNCR service users.
• Provide first and second line support to GNCR users to maximise availability and functionality.
• Ensure compliance with national and local IT standards, including hardware, software, documentation and service.
• Maintain strict confidentiality and security of IT systems and personal records.
• Log requests accurately and maintain up-to-date information.
• Escalate unresolved requests to appropriate technical queues and ensure timely resolution.
• Update users on system failures and planned downtimes.

Skills

Windows OS

Microsoft Office

Active Directory

Service Now

Teamwork

Communication

Education

A level or equivalent

ITIL Foundation Certificate

SDI Service Desk Certificate

Tools

Service Now

Job description

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking a Junior IT Service Desk Analyst to support the Great North Care Record (GNCR) and Health Information Exchange services. You will provide first and second line support, ensuring high-quality customer service and adherence to SLAs in a dynamic NHS environment.

The role offers hybrid working (3 days in the office, 2 days from home), 37.5 hours per week, and opportunities to contribute to NHS digital innovation and patient data