Junior IT Service Desk Analyst
Junior first-line IT Service Desk Analyst at a large NHS hospital trust: answering calls, logging and resolving incidents (e.g. password resets), escalating to technical teams within SLAs, and keeping users informed — on a 24/7 shift rota. Core tech: Windows and Microsoft Office, with Active Directory and ServiceNow desirable.
- Compensation
- Not disclosed
- Location
- Coxlodge, Newcastle Upon Tyne
- Work setup
- Not specified
- Seniority
- Junior
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Educated to A level or equivalent, or relevant IT Service Desk experience
- Hands-on Windows OS knowledge (7 upwards)
- Experience supporting Microsoft Office (2010 upwards)
- Knowledge of diagnosing technical problems
- Experience gathering information using questioning techniques
- Experience making decisions quickly and accurately
- Ability to absorb and retain information quickly
- Ability to work in a team or unsupervised
- Strong documentation skills
- Excellent customer service skills
- Excellent telephone manner
- Flexible with working pattern to meet service needs (earlies, days, lates, nights)
- Willing to undergo a Disclosure and Barring Service (DBS) check
Nice to have
- ITIL Foundation Certificate
- SDI or industry standard Service Desk Certificate
- 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 in large companies (1500+ user base)
- Experience using ServiceNow
Full description
Job summary
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
- 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.
- 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