Service Support Analyst ( IT Support )

Job title:

Service Support Analyst ( IT Support )

Company

NHS

Job description

Northumbria Healthcare is making a significant investment in new technology to transform how we deliver care. The multi-million pound programme is both challenging in the expectation of delivery as well as ensuring that our services are both robust and resilient at all times.An opportunity has arisen for a PC Support Analyst to join the Digital Services Team at Northumbria Healthcare NHS Foundation Trust.Working as part of the Service Support Team, you will be responsible for resolving incidents recorded by the Service Desk. The post will be based at theManufacturing and Innovation Hub premises in Seaton Delaval, providing on-site supportforIT hardware and systems. Aswell as support services to other Trust sites such as North Tyneside General Hospital, Hexham General Hospital and the Northumbria Specialist Emergency Care Hospital in Cramlington.Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.Main duties of the jobThe role of the PC Support Analyst is to support existing PC equipment and software application, along with the deployment of new equipment and software.About usWe manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality – opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read ‘applicant guidance notes’ before submitting your application.Date posted17 April 2025Pay schemeAgenda for changeBandBand 4Salary£26,530 to £29,114 a year per annumContractPermanentWorking patternFull-time, Flexible workingReference number319-7115851JNJob locationsNorthumbria Healthcare Manufacturing and Innovation HubAvenue RoadSeaton DelavalNE25 0QJJob descriptionJob responsibilities

• To assist in providing support for all PC equipment and software throughout the Trust including installation of PC hardware, software and peripheral devices.
• Investigate routine enquiries & queries from staff & provides assistance & advice as required.
• To order, install and configure new IT desktop equipment.
• To manage and maintain asset database and documentation as appropriate to the role.
• To ensure new equipment is installed and configured in a timely manner and in line with Trust standards and service levels.
• To troubleshoot and resolve basic Service Desk support calls in a timely manner and in line with Trust standards and service levels.
• To work within the Trust IM&T Security Policy at all times and ensure all systems supported comply with this.
• To undergo staff training and developing as required and attend all team and departmental meetings.
• To update systems as appropriate to track the lifetime of IT assets within the Trust.
• To participate in the on-call rota.

Job descriptionJob responsibilities

• To assist in providing support for all PC equipment and software throughout the Trust including installation of PC hardware, software and peripheral devices.
• Investigate routine enquiries & queries from staff & provides assistance & advice as required.
• To order, install and configure new IT desktop equipment.
• To manage and maintain asset database and documentation as appropriate to the role.
• To ensure new equipment is installed and configured in a timely manner and in line with Trust standards and service levels.
• To troubleshoot and resolve basic Service Desk support calls in a timely manner and in line with Trust standards and service levels.
• To work within the Trust IM&T Security Policy at all times and ensure all systems supported comply with this.
• To undergo staff training and developing as required and attend all team and departmental meetings.
• To update systems as appropriate to track the lifetime of IT assets within the Trust.
• To participate in the on-call rota.

Person SpecificationQualificationsEssential

• European Computer Driving Licence (ECDL) or equivalent knowledge

Desirable

• NVQ 3 or HNC in PC/desktop support related discipline

Experience and KnowledgeEssential

• Experience of delivering high quality, customer focused, support to a range of customers.
• A good knowledge of Windows based operating systems, Microsoft Outlook and Microsoft Office suites, with the ability to troubleshoot and resolve basic IT incidents
• Demonstrable knowledge of desktop equipment, including: PCs, laptops & printers

Desirable

• Experience of working to Service Level Agreement targets, and managing own workloads to meet them
• Knowledge of network fundamentals and experience of connecting and disconnecting network devices

OtherEssential

• It is an essential requirement of the role that the post holder has a valid driving licence and is either a car owner and able to use the car for work purposes, or has a Trust personal lease vehicle which may be used for the role. However, the Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role

Person SpecificationQualificationsEssential

• European Computer Driving Licence (ECDL) or equivalent knowledge

Desirable

• NVQ 3 or HNC in PC/desktop support related discipline

Experience and KnowledgeEssential

• Experience of delivering high quality, customer focused, support to a range of customers.
• A good knowledge of Windows based operating systems, Microsoft Outlook and Microsoft Office suites, with the ability to troubleshoot and resolve basic IT incidents
• Demonstrable knowledge of desktop equipment, including: PCs, laptops & printers

Desirable

• Experience of working to Service Level Agreement targets, and managing own workloads to meet them
• Knowledge of network fundamentals and experience of connecting and disconnecting network devices

OtherEssential

• It is an essential requirement of the role that the post holder has a valid driving licence and is either a car owner and able to use the car for work purposes, or has a Trust personal lease vehicle which may be used for the role. However, the Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role

Expected salary

£26530 – 29114 per year

Location

Seaton Delaval, Northumberland

Job date

Sat, 19 Apr 2025 00:01:32 GMT

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