Junior IT Service Desk Analyst
An exciting opportunity to join the Newcastle upon Tyne Hospitals NHS Foundation Trusts Service Desk team as a Junior IT Service Desk Analyst. The successful candidate will report directly to the Service Desk Team Leader and work as part of a proactive, customer‑focused team to deliver high‑quality IT support.
Responsibilities
* Provide first‑line technical support for hardware, software, and connectivity issues across the Trust.
* Resolve incidents and service requests within agreed service levels, including password resets and basic troubleshooting, while ensuring appropriate identity verification.
* Log incidents that cannot be resolved locally into the Service Now queue and manage them to successful resolution.
* Maintain and update system status pages and intranet notices to inform users of outages and planned downtime.
* Escalate matters to specialist teams and seek guidance from the Service Desk Team Leader as required.
* Assist with daily Service Desk operations such as incident tracking, status updates, and closure confirmations with user agreement.
* Participate in the 24‑hour support model and work flexibly to meet service needs.
Qualifications & Experience
* Educated to A‑level or equivalent, or equivalent experience in an IT Service Desk role.
* ITIL Foundation Certificate (or equivalent).
* SDI or other industry‑standard Service Desk Certificate.
* Hands‑on knowledge of Windows operating systems (Windows 7 or newer).
* Experience supporting Microsoft Office (2010 or newer).
* Knowledge of Active Directory user and computer management.
* Experience with PC hardware troubleshooting and building.
* Experience working within an ITIL framework and using the Service Now support tool.
* Experience supporting a large user base (1500+ users). Knowledge of diagnosing technical problems and gathering information using effective questioning techniques.
Skills & Abilities
* Ability to absorb and retain information quickly.
* Strong telephone manner and communication skills.
* Capacity to work independently as well as part of a team.
* Decision‑making under pressure and accurate problem resolution.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service (formerly CRB) check to confirm previous criminal convictions.
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