Trac proudly powers the recruitment for
The Newcastle upon Tyne Hospitals NHS Foundation Trust
About
For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit Newcastle Hospitals NHS Foundation Trust.
IT Officer – Desktop Support
Accepting applications until: 28-Aug-2025 23:59
Vacancy status: Open
Accepting applications until: 28-Aug-2025 23:59
Key details
Location
- Gwefan
- Regent Point
- Tref
- 317 Regent Point
- Cod post
- NE3 3HD
- Major / Minor Region
- Tyne and Wear
Contract type & working pattern
- Contract
- Permanent
- Oriau
- Full time - 37.5 hours per week
Salary
- Cyflog
- £31,049 - £37,796 per annum
- Cyfnod cyflog
- Yearly
- Gradd
- (Band 5)
Specialty
- Prif leoliad
- 317 IT - Desktop Support
- Dyddiad y cyfweliad
- 15/09/2025
Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS foundation trusts in the country, with around 15,000 staff and an annual budget of £1.6 billion.
We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We’re in the top five providers of specialised health services in the country, supporting people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 6,500 patient contacts each day, delivering high standards of healthcare.
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, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.
Trosolwg o'r swydd
In the challenging arena of IM&T within the NHS, the Trust is leading in the development of electronic digital clinical systems through the implementation and development of its eRecord Programme.
With a strategic IM&T Programme in place our plans are to implement high quality solutions that deliver the benefits required to support the clinical and operational services of the Trust and the wider community.
With the increasing dependence on IM&T within the organisation and the introduction of new systems, we are seeking to recruit the above post, adding to the existing Infrastructure and Desktop Support teams.
- Interview Date Monday 15 September 2025
- 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
NO AGENCIES PLEASE
Advert
This role requires the post holder provide, first and second line desktop support services to users of information technology across the Trust, to maximise the availability and functionality of Information Technology to end users. This may be either over the telephone, by e-mail or at the desk-side.
An in-depth technical knowledge and expertise of IT hardware, Operating Systems and Application software, in particular Lenovo and HP devices and the suite of Microsoft applications.
Experience of supporting devices in a complex Enterprise networked environment, including installation, support and troubleshooting of network clients and other communications products and providing updates into a Service Management Helpdesk tool is required working within an ITIL based framework.
Gweithio i'n sefydliad
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.
Our staff oversee over 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:
- Freeman Hospital
- Royal Victoria Infirmary (RVI)
- Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)
- Newcastle Dental Hospital
- Newcastle Fertility Centre
- Northern Centre for Cancer Care, North Cumbria
- Northern Genetics Service
- Cramlington Manor Walks
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.
Please see attached information on what Staff Benefits we have to offer at our Trust under ‘Documents to download’ or ‘Supporting documents’.
For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust
Swydd-ddisgrifiad a phrif gyfrifoldebau manwl
To provide second and third line desktop support services to users of information technology across the Trust, to maximise the availability and functionality of Information Technology to end users. This may be either over the telephone, by e-mail or at the deskside.
Providing high quality end user support services for all IT issues both within NUTH and supported third party organisations.
Provide second and third line end user support to Trust and supported third party organisations.
Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
An ability to prioritise workloads to maximise the productivity of the desktop support function.
An ability to work both under own initiative and also as a team player, with colleagues from both the Trust and from associated organisations.
An ability to provide basic end-user familiarisation with PC hardware and software facilities when installing new or upgraded systems for end users.
An ability to assess the suitability of PC locations from a Health & Safety perspective in relation to adequate lighting, desk space, seating arrangements.
Provide regular feedback to users on status and progress of their calls, including a knowledge of when to refer calls to alternative support staff or other support organisations.
Work with local and national service providers, and other third-party organisations to support troubleshooting where applicable.
Ensure that the highest quality advice and support is given to managers and clinicians to enable maximum achievement of benefits from IT.
Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.
Provide leadership to a local team on site, acting as an escalation point for the Desktop Support Officers.
Person specification
Qualifications and Education
Meini prawf hanfodol
- ▪ Educated to Degree Level in an IT related subject or significant previous experience in an IT Support Role
Meini prawf dymunol
- BTEC or working towards formal IT qualifications
- CompTIA A+ certification
- ITIL Foundation
- Full UK Driving Licence
Knowledge and Experience
Meini prawf hanfodol
- Extensive 2nd and 3rd Line experience in a Desktop Support environment
- Technical knowledge and expertise of IT hardware, operating systems, and end-user software, in particular Lenovo desktop PCs and Laptops
- Significant experience in a Desktop Support or similar role in a complex environment
- Familiarity with Microsoft applications including installation, configuration, and troubleshooting
- Knowledge of and experience in using Service Desk software
- Experience with software installations, repairs, and upgrades
- Familiarity with on-line technical and support resources
- In Depth knowledge of PC and laptops, Xerox devices and Printer architectures and troubleshooting
Meini prawf dymunol
- Good knowledge of networks
- Awareness of NHS Systems
- Experience of Microsoft Windows OS deployments and upgrades
- Knowledge of Service desk operations
Skills and Abilities
Meini prawf hanfodol
- Excellent customer service skills
- Good telephone manner and clear diction ability
- Ability to interact effectively with internal and external personnel
- Able to work under pressure and meet deadlines
- The ability to handle difficult situations and ensure effective working by using a full range of interpersonal skills (e.g. tact, diplomacy, negotiation, influencing, assertiveness)
- Excellent time management skills
- Ability to work alone and unsupervised where required
- Excellent problem solving and troubleshooting skills
- Flexible approach to working hours and practices (to cover staff holidays and absence)
- Ability to act as a senior escalation point for the Desktop Support Officers and Deputise in the absence of the Desktop Support Manager
Meini prawf dymunol
- Experience dealing with VIP\Exec Teams
- Project experience
Further details / informal visits contact
- Enw
- David Bull
- Teitl y swydd
- Trust Desktop Support Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01912821000
Start your application
Sign in
Create an account
Create your account and apply for your new job!