Job summary
- Main area
- 317 IT - Health Information Exchange
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 317-2024-18-021
- Employer
- The Newcastle upon Tyne Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Regent Point
- Town
- 317 Regent Point
- Salary
- £22,816 - £24,336 per annum
- Salary period
- Yearly
- Closing
- 24/07/2024 23:59
- Interview date
- 07/08/2024
Employer heading
Junior IT Service Desk Analyst
Band 3
Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with around 16,000 staff and an annual income of £1 billion.
We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We’re also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 1.84 million patients ‘contacts’ each year, 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, gender, 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.
Job overview
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 16,000+ 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 Wednesday, 07 August 2024
- 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.
Main duties of the job
- 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
Knowledge and experience of the following would be beneficial:
• Service Now
• NHS Systems and Processes
• Release Management
This is a permanent contract, and we are looking for an immediate start.
Based at Regent Point, Gosforth.
Hybrid Model Available – a mix of home and office working could be supported.
Working for our organisation
Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with around 16,000 staff and an annual income of £1 billion.
We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We’re also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 2 million patients ‘contacts’ each year, delivering high standards of healthcare.
Please see attached information on what Staff Benefits we have to offer at our Trust.
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, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Detailed job description and main responsibilities
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.
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 customer’s agreement. These activities include: (but are not limited to)
- Receiving calls, first line customer liaison
- Recording and tracking incidents and complaints
- Keeping customer informed on request status and progress
- 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
- Monitoring and escalating incidents and requests relative to the appropriate SLAs
- Closing incidents and requests
- Carrying out daily tasks within the Service Desk function
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.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.
Person specification
Qualifications & Education
Essential criteria
- Educated to A level or equivalent level qualification or relevant experience in an IT Service Desk role
Desirable criteria
- ITIL Foundation Certificate
- SDI or industry standard Service Desk Certificate
Knowledge & Experience
Essential criteria
- 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
Desirable criteria
- 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”
Skills & Abilities
Essential criteria
- 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
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Rebecca Wake
- Job title
- Project Manager
- Email address
- [email protected]
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