IT Service Desk Analyst

As a Junior IT Service Desk Analyst working for GNCR, you will be responsible for supporting the Health Information Exchange (HIE) service. This includes ensuring that our service users’ needs are met through the delivery of high-quality customer services experience. It’s a fantastic opportunity to work with some amazing people and see how the NHS really drives innovation and change.

• Interview date: 20 October 2026
• 37 hours 30 minutes/week
• NO AGENCIES PLEASE

Main duties of the job

We are looking for a highly driven, enthusiastic, and innovative candidate who can work effectively both independently and in a team environment.

The successful candidate will have excellent communication and interpersonal skills and you must be able to work to deadlines under pressure.

• Work as part of a proactive team of staff responsible for delivering a high quality, customer-focused professional service.
• Provide first and second line support services to users of the Great North Care Record, in order to maximise the availability and functionality of the 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 service requests are dealt with in a timely manner and within agreed service levels.
• Ensure all requests are accurately logged and maintained with the most up to date information.
• To ensure that all requests that cannot be solved by the Service Desk are logged to the appropriate technical queue and are managed to successful resolution.
• Update users to keep customers informed regarding system failures and periods of planned down time.
• To seek advice from the Service Owner where the situation or incident represents an exception to normal operating procedures., The post holder will be required to work in the Service Support team in the Great North Care Record. 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 customers agreement. These activities include: (but are not limited to)o Receiving calls, first line customer liaisono Recording and tracking incidents and complaintso Keeping customer informed on request status and progress

o 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.o Monitoring and escalating incidents and requests relative to the appropriate SLAso Closing incidents and requestso Carrying out daily tasks within the Service Desk function

• Educated to A level or equivalent level qualification or relevant experience in an IT Service Desk role, * Hands on Windows OS knowledge (7 upwards)
• Experience of supporting Microsoft Office (2010 upwards)
• Knowledge of understanding and diagnosing technical problems
• Experienced in gathering information using various questioning techniques.
• Experience in making decisions quickly and accurately, * 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 of large companies (1500+ user base)
• Experience of using the support tool “Service Now”, * Ability to absorb and retain information quickly
• Ability to as part of a team or unsupervised
• Strong documentation skills
• Excellent Customer Service Skills
• Excellent Telephone Manner

When thinking about what drives you every day in your job, what keeps you motivated and passionate about your work, what comes to mind? For 18,000+ people at The Newcastle upon Tyne Hospitals NHS Foundation Trust we end each day knowing that we have made a difference to the health, wealth, and wellbeing of our citizens.

The Great North Care Record (GNCR) provides systems for sharing information between health and social care professionals. It covers the 3.2 million people living in the North East and North Cumbria. The Newcastle upon Tyne Hospitals are leading the projects, on behalf of the region’s health and social care providers, to improve the way patient data is shared across our region. The programme is fast paced and dynamic with projects involving NHS Trusts, Primary Cares and Local Authorities., 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
• Newcastle Dental Hospital
• Cramlington Manor Walks
• Urgent treatment centres
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.