+ The post holder will be required to work as part of a proactive support team responsible for delivering a high-quality, customer-focused service.
+ Ensure compliance with all national and local standards 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 promptly within service level agreements, resolving issues such as password resets via telephone with proper security checks.
+ Log unresolved requests to the appropriate technical queue and manage them to resolution.
+ Update system status pages on the intranet to inform customers of system failures and planned downtime.
+ Seek advice from the Service Desk Team Leader for incidents that are exceptions to normal procedures.
+ Undertake other duties within your competence as required.
Working for our organisation
We support flexible working arrangements to accommodate your needs and those of our patients. Contact us to discuss potential arrangements.
Our staff manage over 6,500 patient contacts daily across various sites including Freeman Hospital, RVI, and others, delivering high standards of healthcare and pioneering clinical practices supported by state-of-the-art diagnostic services.
We also have offices at Regent Point, Gosforth, and community sites.
Please see attached information on staff benefits under 'Documents to download' or 'Supporting documents'.
For more information about The Newcastle upon Tyne Hospitals NHS Foundation Trust, visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals.
Detailed job description and main responsibilities
The post holder will work in the Service Desk team within a 24-hour support model, responsible for managing customer queries and system stability from call initiation to closure with customer approval. Responsibilities include:
+ Receiving calls and providing first-line customer liaison.
+ Recording and tracking incidents and complaints.
+ Keeping customers informed about request status and progress.
+ Assessing incidents and requests, resolving first-time or referring to supporting teams as appropriate.
+ Monitoring and escalating incidents based on SLAs.
+ Closing incidents and requests.
+ Performing daily Service Desk tasks.
Important note on application references
All references from current and previous employers covering at least 3 years of employment will be requested. Please provide complete contact details for your current and previous line managers.
Please note that successful candidates requiring a DBS check will have the cost deducted from their first salary payment.
Candidates shortlisted for interview will be contacted by email; check your spam folder. If you haven't heard within 4 weeks of the closing date, your application was unsuccessful.
About Newcastle Hospitals NHS Foundation Trust
We are one of the largest NHS trusts in the country with around 15,000 staff and a £1.6 billion annual budget. We are committed to high-quality care, clinical excellence, and medical research. We support around 6,500 patient contacts daily and are dedicated to equality, diversity, and sustainability, aiming for Net Zero by 2030 for our direct footprint and by 2040 including indirect impacts.
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