Junior IT Service Desk Analyst

Newcastle Hospitals; Newcastle upon Tyne; Remote; GBP 21,000 - 29,000; Full time

Job summary

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking a Junior IT Service Desk Analyst to join a dedicated team reporting to the IT Service Desk Team Leader. You will handle user queries, log incidents, and help maintain service levels in a busy hospital IT environment.

Key requirements include ITIL knowledge and ServiceNow experience, with a focus on confidentiality and rapid problem resolution. Flexible shifts and NHS perks are part of the role.

Qualifications

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

Responsibilities

• Work in the Service Desk as part of a 24-hour support model.
• Resolve customer queries, log incidents and manage requests to meet SLAs.
• Escalate to appropriate teams when needed and update status pages.
• Maintain confidentiality and security of IT systems and records.

Skills

Telephone etiquette

Team player

Quick learner

Education

A level or equivalent

ITIL Foundation Certificate

SDI or industry standard Service Desk Certificate

Tools

ServiceNow

Job description

Junior IT Service Desk Analyst

The closing date is 02 November 2026.

An 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 APPLY

• Interview Date: 13 November 2026

37 hours 30 minutes/week

• Shortlisted candidates will be required to attend a face to face interview
• Candidates will require to be flexible with working pattern to meet service needs.(covering Earlies, Days, Lates, and Nights.)

NO AGENCIES PLEASE

Main duties of the job

• The 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.

About us

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:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

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

Job responsibilities

The 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 customers agreement. These activities include: (but are not limited to)

• 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.

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

The Newcastle upon Tyne Hospitals NHS Foundation Trust