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 Lead. • Interview date: 3rd May 2024 • 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 • 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. Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, we have around 16,000 staff and an annual income of £1 billion. We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally. We’re also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders. Our staff oversee around 2 million patients ‘contacts’ each year, delivering high standards of healthcare. Please see attached information on what Staff Benefits we have to offer at our Trust. 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, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups. 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. 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. 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. This advert closes on Tuesday 23 Apr 2024 Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident