Junior IT Service Desk Analyst

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country, with around 16,000 staff and an annual budget of £1.7 billion. We deliver high-quality care, clinical excellence, research, and innovation regionally, nationally, and internationally. We support people with rare and complex medical, surgical, and neurological conditions, cancers, and genetic disorders. We are committed to promoting equality and diversity, valuing the benefit of an inclusive environment that reflects the communities we serve.

Newcastle Hospitals are proud to be exemplar organisations in 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 broader footprint.

About the role

An exciting opportunity has arisen for a Junior IT Service Desk Analyst to join an enthusiastic team reporting directly to the IT Service Desk Team Leader. The successful candidate will work as part of a proactive team delivering a high-quality, customer-focused professional IT service.

Interview date: 17 August 2026. Candidates will be required to be flexible with their working pattern to meet service needs.

Responsibilities

• Ensure compliance with all national and local standards and protocols for IT Services, including hardware, software, documentation, and service.
• Maintain strict confidentiality and security of all IT systems and personal records, complying with relevant legislation.
• Handle calls in a timely manner within agreed service levels, resolving issues such as password resets via telephone while performing sufficient security checks.
• Log and escalate unresolved requests to appropriate technical queues, managing them to successful resolution.
• Update system status pages on the intranet to inform customers about system failures and planned downtime.
• Seek advice from the Service Desk Team Leader for exceptions to normal operating procedures.
• Work within a 24-hour support model, handling customer queries from the time a call is raised until it is closed with the customer’s agreement. Activities include:
  • Receiving calls and providing first-line customer liaison.
  • Recording and tracking incidents and complaints.
  • Keeping customers informed on request status and progress.
  • Making initial assessments of incidents, attempting first-time resolution or referring to supporting teams.
  • Monitoring and escalating incidents relative to appropriate SLAs.
  • Closing incidents and requests.
  • Performing daily tasks within the Service Desk function.
• Undertake other duties within the competence of the post holder as required.

Requirements

Qualifications & Education

• Essential:
  • Educated to A level or equivalent qualification, or relevant experience in an IT Service Desk role.
• Desirable:
  • ITIL Foundation Certificate.
  • SDI or industry-standard Service Desk Certificate.

Knowledge & Experience

• Essential:
  • Hands-on Windows OS knowledge (7 upwards).
  • Experience supporting Microsoft Office (2010 upwards).
  • Understanding and diagnosing technical problems.
  • Experience gathering information using various questioning techniques.
  • Ability to make decisions quickly and accurately.
• Desirable:
  • Knowledge of computer and user management in Active Directory.
  • Experience with PC hardware/building.
  • Experience working within an ITIL framework.
  • Experience in desktop support.
  • Experience in large companies (1500+ user base).
  • Experience using the support tool “Service Now.”

Skills & Abilities

• Ability to absorb and retain information quickly.
• Ability to work as part of a team or unsupervised.
• Strong documentation skills.
• Excellent customer service skills.
• Excellent telephone manner.

Benefits

As a flexible working-friendly organisation, we strive to accommodate arrangements that work for both the service and you. Please see the attached document for details on staff benefits offered by the Trust.

Further details / informal visits

For more information, contact Ranjith Musham, IT Service Desk Team Lead, at ranjith@nhs.net.