Service Desk Analyst

This is a great opportunity to be part of a growing and striving NHS Service Desk team who operates a 24/7 service, you will cover 3 different shift patterns within this role (Day, Twilight and Night)

You will have comprehensive experience in providing first-line technical IT support to corporate users at all levels. Typical activities include the remote installation of software, investigation and triage of technical issues, and user account and security management.

As part of the growing team we are looking to recruit the following staff:

As the first point of contact for all incoming IT issues and requests, you will demonstrate a professional and helpful approach with excellent telephone and communication skills and effective customer service ability. This includes regular liaison with second and third line service delivery teams and third party suppliers to escalate issues. The post will be based at Cobalt Business Park but the post holder may be required to work at other sites within the Trust.

We manage four major locality hospitals at NSECH, North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality – opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read ‘applicant guidance notes’ before submitting your application.

Your role is:

• To classify, investigate, diagnose and resolve basic Service Desk support calls in a timely manner and in line with Trust standards and service levels.
• To assign incidents to the relevant teams when they cannot be resolved
• To manage and maintain asset database and documentation as appropriate to the role.
• To work within the Trust IM & T Security Policy at all times and ensure all systems supported comply with this.
• To undergo staff training and developing as required and attend all team and departmental meetings.
• To update systems as appropriate to track the lifetime of IT assets within the Trust.
• To order, install, and configure new IT equipment.
• To participate in the on-call Rota.
• To demonstrate our core values and behaviors .