Job vacancy: IT Service Desk Senior Assistant, Gateshead Health NHS Foundation Trust, Gateshead

Job summary

Main area: IT
Grade: NHS AfC: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week (Shift Pattens with Evening and Weekend working)
Job ref: 297-7868648

Employer: Gateshead Health NHS Foundation Trust
Employer type: NHS
Site: IT Department
Town: Gateshead
Salary: £28,392 - £31,157 per annum
Salary period: Yearly
Closing: 16/04/2026 18:00

IT Service Desk Senior Assistant

NHS AfC: Band 4

In the event of excessive applications being received this vacancy may close earlier than the stated closing date, you are encouraged to submit your application as soon as possible

IMPORTANT NOTE ON COMPLETION OF REFERENCE SECTION OF APPLICATION FORM

All references from current and previous employers will be sought and MUST cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Where possible this should be from two separate employers. Failure to complete this section may result in your application not being processed.

PLEASE NOTE it is a requirement of this Trust that all successful applicants pay for their DBS certificate if a check is required for the post. This will be done through deduction from your monthly pay over a maximum of three months. It is also a requirement that all successful applicants register or are registered with the DBS update service where a DBS is required.

All new entrants to the NHS will be appointed on the minimum of the pay scale in line with Terms & Conditions.

Detailed job description and main responsibilities

Educated to NVQ Level III or with equivalent experience, preferably educated to degree level or equivalent in depth experience in an IT related subject, relevant technical certifications or qualifications.
Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
Substantial experience of end user first level support experience
Technical knowledge of IT hardware, operating systems and end-user productivity tools.
Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.
Experience in using and maintaining databases.
Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems
Familiarity with on-line technical and support resources.
Possess ITIL Green Badge certification.
Possess Service Desk Institute Service Desk Analyst qualifications.
Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
Demonstrated recent development of knowledge and skills in support of the Service Desk role.
Relevant NHS experience is desirable.

Analytical & Judgemental Skills
Able to identify and understand key facts and issues from caller telephone conversations, and triage this in relation to following the most appropriate resolution course
Demonstrated analytical skills

Planning & Organisational Skills
Management of the Service Desk call log in association with the second level support teams to ensure that all calls are accurately logged, and that users are appraised of call status where appropriate
Management of hardware and software fault call logs for tracking third party support calls
Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced

Physical Skills
Keyboard skills are essential, with accuracy of input paramount to ensure accuracy of information recorded in the call logging system
Familiarity with use of telephony accessories used within a call centre environment

Responsibility for Patient/Client Care
Assist patients and members of the public through incidental contact.

Responsibility for Policy & Service Development
Responsible for following and implementing policies relating to working within the IT function
Responsible for proposing changed or updated policies relating to working within the IT function
Assist with development and assessment of new operational policies and guidelines within the IT function

Responsibility for Financial & Physical Resources
Responsible for the safe and secure use of expensive equipment.
Responsible for the safe and secure receipt, handling and storage of expensive equipment
Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Head of IT to ensure that appropriate technical and other standards are enforced
Responsible for purchase of IT related assets

Responsibility for Human Resources
Train Trust and other organisation staff in the use of the Service Desk system
Supervise more junior members of staff
Deputise for the Service Desk Administrator in their absence

Responsibility for Information Resources
Management and development of the IT hardware and software databases to ensure that all relevant Trust and supported third party organisation assets are accurately recorded and tracked
Working with the Data Comms manager to integrate the asset information from SMS into the Service Desk databases
Working with the directory administrator to integrate the user information from the directories into the Service Desk databases
Creation and maintenance of directory entries in Service Desk and Active Directory
Production of performance statistics to assist the IT department in management and improvement of the support function, including the production of the necessary reports for managing third party service level agreements

Responsibility for Research & Development
Regularly undertake equipment testing
Regularly undertake end user satisfaction surveys
Regularly undertake audits of asset database accuracy and completeness

Person specification

Experience

Essential criteria

Strong experience of working in a customer service environment, not necessarily IT.
Substantial experience of first and second line IT support in a highly complex environment.
Familiarity with use of Service Desk software systems.
Use of Microsoft operating systems, including installation, repair, service pack installation, upgrading, configuration.
Familiarity with Microsoft end user productivity applications, including installation, configuration and basic use.

Skills

Essential criteria

Effective communication with all levels of users.
Strong telephone call handling skills.
Proficient at dealing with “difficult” customers whilst retaining a calm and friendly manner.
Able to work with support staff from third party organisations.

Knowledge

Essential criteria

Knowledge of PC hardware and operating systems, including installation, support and troubleshooting.
Knowledge of PC peripherals, including installation, support and troubleshooting.
Familiarity with Microsoft product families and technologies, Intel x86 based desktop and server platforms.

Desirable criteria

Familiarity with NHS.

Qualifications

Essential criteria

Educated to NVQ Level III or equivalent experience.
Familiar with Microsoft Office product family from a user and support perspective.
Possess ITIL Green Badge certification.
Possess Service Desk Institute Service Desk Analyst qualifications.

Desirable criteria

Educated to degree level or equivalent level in depth experience in an IT related subject.
Certification from Microsoft or similar.

Applicants who have not been contacted within 4 weeks of the closing date are to assume that their application has been unsuccessful.

Applications from job seekers who require Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications where the post is eligible. 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).

Candidates who require sponsorship are strongly advised to visit the UK Border Agency website and familiarise themselves with what is required. There is a facility on this site to access the points based calculator and work through an example which should assist candidates in their understanding of the process.