Junior IT Service Desk Analyst

Job overview

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 6 October 2025
• Interviews will be face to face
• 37 Hours 30 Minutes/Week
• You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.

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.

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.

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.