Junior IT Service Desk Analyst
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time
- Hours / week
- 37.5
- Posted
- 18/09/2026
- Closes
- 04/10/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“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.”Quoted verbatim from the source advert
Role summary
This role involves providing first and second line IT support for the Great North Care Record (GNCR) Health Information Exchange (HIE) service. You will be responsible for ensuring high-quality customer service by managing user queries, recording incidents, and escalating issues to appropriate teams. The position requires a proactive, enthusiastic individual with strong communication skills to maintain system availability and functionality.
Key responsibilities
- Provide first and second line support services to users of the Great North Care Record.
- Ensure compliance with all national and local standards and protocols for IT Services.
- Ensure that service requests are dealt with in a timely manner and within agreed service levels.
- Accurately log and maintain all requests with the most up to date information.
- Update users to keep customers informed regarding system failures and periods of planned down time.
- Receive calls, record and track incidents and complaints, and keep customers informed on request status and progress.
Essential criteria
- 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
- 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
Desirable criteria
- ITIL Foundation Certificate
- SDI or industry standard Service Desk Certificate
- 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"
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 16d
Plenty of time to prepare a strong application.
Full advert · preview
The Newcastle upon Tyne Hospitals NHS Foundation Trust
Junior IT Service Desk Analyst
The closing date is 04 October 2026
Job summary
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 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 mi
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