Job summary
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
Main duties of the job
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.
About us
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 HospitalsandNewcastle Hospitals NHS Foundation Trust
Job description
Job responsibilities
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.
Job description
Job responsibilities
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
Essential
- ? Educated to Degree Level in an IT related subject or significant previous experience in an IT Support Role
Desirable
- BTEC or working towards formal IT qualifications
- CompTIA A+ certification
- ITIL Foundation
- Full UK Driving Licence
Knowledge and Experience
Essential
- 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
Desirable
- Good knowledge of networks
- Awareness of NHS Systems
- Experience of Microsoft Windows OS deployments and upgrades
- Knowledge of Service desk operations
Skills and Abilities
Essential
- 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
Desirable
- Experience dealing with VIP\Exec Teams
- Project experience
Person Specification
Qualifications and Education
Essential
- ? Educated to Degree Level in an IT related subject or significant previous experience in an IT Support Role
Desirable
- BTEC or working towards formal IT qualifications
- CompTIA A+ certification
- ITIL Foundation
- Full UK Driving Licence
Knowledge and Experience
Essential
- 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
Desirable
- Good knowledge of networks
- Awareness of NHS Systems
- Experience of Microsoft Windows OS deployments and upgrades
- Knowledge of Service desk operations
Skills and Abilities
Essential
- 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
Desirable
- Experience dealing with VIP\Exec Teams
- Project experience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
