IT Service Desk Associate – Health Systems

NHS Jobs; Newcastle upon Tyne; Remote; GBP 21,000 - 26,000; Full time

Job summary

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking a Junior IT Service Desk Analyst to join the Great North Care Record team in Newcastle. You will provide first and second line support, log incidents, and work to resolve issues quickly while maintaining patient data security and service standards.

With a focus on customer service, you will handle requests, update users on progress, and collaborate with technical queues to ensure service continuity in a dynamic NHS environment.

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

• 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
• Monitoring and escalating incidents and requests relative to the appropriate SLA
• Closing incidents and requests
• Carrying out daily tasks within the Service Desk function

Skills

Windows OS

Microsoft Office

Active Directory

Communication skills

Teamwork

Education

A-level or equivalent / IT Service Desk experience

ITIL Foundation Certificate

SDI or industry standard Service Desk Certificate

Tools

ServiceNow

Job description

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking a Junior IT Service Desk Analyst to join the Great North Care Record team in Newcastle. You will provide first and second line support, log incidents, and work to resolve issues quickly while maintaining patient data security and service standards.

With a focus on customer service, you will handle requests, update users on progress, and collaborate with technical queues to ensure service continuity in a dynamic NHS environment.