Main area 317 IT - Service Desk Grade Band 4 Contract Permanent Hours Full time - 37.5 hours per week Job ref 317-2025-05-04-DR
Employer The Newcastle upon Tyne Hospitals NHS Foundation Trust Employer type NHS Site Regent Point Town 317 Regent Point Salary £26,530 - £29,114 per annum Salary period Yearly Closing 23/02/2025 23:59 Interview date 06/03/2025
Senior Service Desk Analyst
Band 4
Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS foundation trusts in the country, with around 15,000 staff and an annual budget of £1.6 billion.
We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We’re in the top five providers of specialised health services in the country, supporting people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 6,500 patient contacts each day, delivering high standards of healthcare.
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
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.
Main duties of the job
* 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 re system failures and periods of planned down time.
* To seek advice from the Service Desk Manager 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.
* Must be able to work a 24 hour shift rota in agreement with management.
Detailed job description and main responsibilities
The post holder will be required to work in the Service Desk team as part of a 24 hours support model consisting of 37.5 hours per week. 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:
* 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 service level agreements (SLA’s).
* Closing Incidents and Service requests.
* Carrying out daily tasks within the Service Desk function.
* Responsible for deputising for the Service Desk Manager.
* Identifying and seeking out solutions from other resolver teams for more complex issues raised through the Service Desk to improve the first time fix rate.
* Mentoring and training Junior Service Desk Analysts.
* Involved with the integration of new services.
Person specification
KNOWLEDGE
* Extensive Knowledge of Microsoft Operating Systems.
* In depth Knowledge of computer systems / hardware / software acquired through diploma or equivalent experience.
SKILLS
* Excellent troubleshooting skills working within a Customer Service focused environment.
* Excellent interpersonal skills.
* Excellent IT skills in particular Microsoft products.
* Good documentation writing skills.
* Ability to work unsupervised.
EXPERIENCE
* Experience in an IT Service Desk or IT Helpdesk role.
* Experience of working within an ITIL framework.
* Experience of working in the health sector.
* Experience of using the support tool “Service Now”.
QUALIFICATIONS
* Educated to HNC / HND or NVQ 4 level in an IT related subject or equivalent experience in an IT Service Desk role.
* ITIL Foundation Certificate or higher.
* SDI or industry standard Service Desk Certificate.
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.
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