Junior IT Service Desk Analyst

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

Main area 317 IT - Health Information Exchange Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week (Hybrid - 3 days office based, 2 days from home available) Job ref 317-2026-21-33-DR-A

Site Regent Point Town 317 Regent Point Salary £25,760 - £27,476 per annum Salary period Yearly Closing 04/10/2026 23:59 Interview date 20/10/2026

Newcastle 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, w e’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 overview

PLEASE NOTE WE ARE UNABLE TO OFFER SPONSORSHIP FOR THIS POST

When thinking about what drives you every day in your job, what keeps you motivated and passionate about your work, what comes to mind? For 18,000+ people at The Newcastle upon Tyne Hospitals NHS Foundation Trust we end each day knowing that we have made a difference to the health, wealth, and wellbeing of our citizens.

The Great North Care Record (GNCR) provides systems for sharing information between health and social care professionals. It covers the 3.2 million people living in the North East and North Cumbria. The Newcastle upon Tyne Hospitals are leading the projects, on behalf of the region’s health and social care providers, to improve the way patient data is shared across our region. The programme is fast paced and dynamic with projects involving NHS Trusts, Primary Cares and Local Authorities.

As a Junior IT Service Desk Analyst working for GNCR, you will be responsible for supporting the Health Information Exchange (HIE) service. This includes ensuring that our service users’ needs are met through the delivery of high-quality customer services experience. It’s a fantastic opportunity to work with some amazing people and see how the NHS really drives innovation and change.

• Interview date: 20 October 2026
• 37 hours 30 minutes/week
• NO AGENCIES PLEASE

Main duties of the job

We are looking for a highly driven, enthusiastic, and innovative candidate who can work effectively both independently and in a team environment.

The successful candidate will have excellent communication and interpersonal skills and you must be able to work to deadlines under pressure.

• Work as part of a proactive team of staff responsible for delivering a high quality, customer-focused professional service.
• Provide first and second line support services to users of the Great North Care Record, in order to maximise the availability and functionality of the 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 service requests are dealt with in a timely manner and within agreed service levels.
• Ensure all requests are accurately logged and maintained with the most up to date information.
• To ensure that all requests that cannot be solved by the Service Desk are logged to the appropriate technical queue and are managed to successful resolution.
• Update users to keep customers informed regarding system failures and periods of planned down time.
• To seek advice from the Service Owner where the situation or incident represents an exception to normal operating procedures.

Working for our organisation

As 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:

• Northern Centre for Cancer Care, North Cumbria

These 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 Trust

Detailed job description and main responsibilities

The post holder will be required to work in the Service Support team in the Great North Care Record.

• 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 specification

Qualifications & Education

• 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

Knowledge & Experience

• Hands on Windows OS knowledge (7 upwards)
• Experience of supporting Microsoft Office (2010 upwards)
• Knowledge of understanding and diagnosing technical problems
• Experienced in gathering information using various questioning techniques.
• Experience in making decisions quickly and accurately
• Knowledge of computer and user management in Active Directory.
• Experience of PC Hardware / Building
• Experience of working within an ITIL framework
• Experience of Desktop Support
• Experience of large companies (1500+ user base)
• Experience of using the support tool "Service Now"

Skills & Abilities

• Ability to absorb and retain information quickly
• Ability to as part of a team or unsupervised
• Excellent Telephone Manner

Important note on completion of reference section of Application Form

All 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.