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Job summary

Main area
202115 IT Support
Grade
NHS AfC: Band 3
Contract
Permanent
Hours
Full time - 37.5 hours per week (8am - 6pm ( Rota'd Hours ))
Job ref
262-A-25-7116891
Employer
North Cumbria Integrated Care NHS Foundation Trust
Employer type
NHS
Site
Maglona House
Town
Carlisle
Salary
£24,625 - £25,674 Per Annum
Salary period
Yearly
Closing
17/07/2025 23:59

Employer heading

North Cumbria Integrated Care NHS Foundation Trust logo

Service Desk Assistant *Internal Applicants Only*

NHS AfC: Band 3

Job overview

INTERNAL ONLY TO NORTH CUMBRIA INTEGRATED CARE NHS FOUNDATION TRUST (NCIC) EMPLOYEES ONLY

Are you interested in continuing or starting your IT career within the NHS?   Would you enjoy being part of a team who are involved in implementing technologies which support both transformation and innovation?

We are currently looking to recruit an IT Service Desk Assistant to join our team based in Carlisle.

North Cumbria Integrated Care NHS Foundation Trust is looking to recruit a Service Desk Assistant to join the existing IT Service Desk team.  The IT Service Desk operates from 08:00 until 18:00  Monday- Friday with a rota in place to ensure cover is available during this period. 

Main duties of the job

You will be the first point of contact for staff with IT related issues and questions , you will provide both advice and  basic 1st line remote technical support.  Triage guidelines will be followed to ensure the necessary information is captured to facilitate the resolution or escalation of all reported incidents and service requests. You will be required to resolve the maximum number of incidents at first contact within agreed timescales.  As well as providing advice and 1st line technical support, the role holder will be required to carry out various administrative functions undertaken by the team.

The ideal candidate will be well organised, have an analytical approach to problem solving and will have excellent communication skills (both written and verbal).  Customer service experience is essential as is an enthusiasm for  IT related work. The desire to learn and the ability to maintain high levels of performance whilst working in what can be  a high pressure environment.

Although not essential a knowledge of ITIL, Microsoft Windows, Office and Active Directory would be advantageous, however  appropriate training will be provided. You must have a flexible approach to your work whilst at the same time being methodical in your approach.  You should also be capable of working as a member of a team with the commitment to provide an efficient and effective service.

Working for our organisation

At NCIC, we have an ambition to deliver outstanding healthcare services to the population of North Cumbria.  The Trust is committed to creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout our county.

Our 5 key principles demonstrate our belief in the delivery of ‘safe, high quality care every time’:

  • Being a clinically led organisation
  • Quality and safety at the heart of our Trust
  • A positive patient experience every time
  • A great place to work
  • Managing our money well

As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.

Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. All staff are expected to support sustainability.

Detailed job description and main responsibilities

Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.

 

Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL).  Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment. Any applicants who do not meet the eligibility criteria will not be progressed.

 

If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.

 

Relocation assistance may be available for successful applicants moving to the region for certain posts.  Please see our Policy for eligible vacancies.

 

·    Please ensure that you document evidence of meeting all the essential criteria in the supporting information.

·    If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.

Important Information

Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.

For candidates applying using a Hotmail account or have strict firewall settings please ensure the following:

  • Junk Mail is checked regularly

Disclosure and Barring Service:

On 28 November 2020, the new Disclosure and Barring Service filtering rules will come into effect.

The changes mean that:               

  • youth cautions, reprimands and final warnings will no longer be subject to automatic disclosure
  • the multiple conviction rule has been removed, meaning that if an individual has more than one conviction, regardless of offence type or time passed, each conviction will be considered against the remaining rules individually, rather than being automatically disclosed.

If you are unsure about whether you need to disclose certain criminal record information, free confidential advice may be sought from one of the charity bodies listed below. These bodies can advise you on what you are legally required to declare and may also be able to advise you on how you can disclose criminal record information to a prospective employer and your legal rights when doing so.

Nacro – Tel: 0300 123 1999, or email: [email protected]

Unlock – Tel: 01634 247350, email [email protected] or complete the online form on the Unlock website

The Trust is committed to safeguarding adults and children therefore if the post is subject to the Rehabilitation of Offenders Act (ROA) 1974 (Exceptions) Order 1975 (as amended) the successful candidate(s) will be subject to a criminal records check with the Disclosure and Barring Service (DBS). The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:

 

Please note the cost of the DBS check has increased from 2nd December 2024

Standard Check: £21.50 + Administration cost of £5.90 = £27.40. Deducted from salary over following 4 months or one off payment.

Enhanced Check: £49.50 + administration cost of £5.90 = £55.40. Deducted from salary over following 4 months or one off payment.

 

As part of the one of the largest employers in the UK NCIC future employees will have also access to the following benefits.

A lease car may be available for this position; further details will be provided upon appointment if applicable.

27-day holiday scheme rising to 33 after 10 years

Flexible working Scheme

Excellent opportunities for development

Competitive NHS Pension scheme

Access to NHS discounts with retailers and leisure companies

EAP (Employee Assistance Programme) a free, confidential counselling and information service to assist with personal or work-related problems

These schemes are subject to availability

Person specification

Qualifications

Essential criteria
  • • GCSE (or similar) in Maths and English or equivalent occupational / professional knowledge
Desirable criteria
  • • Qualification in IT related subjects
  • • ITIL v3 Foundation
  • • Service Desk Institute (SDI) Analyst

Experience

Essential criteria
  • IT Service Desk or customer service
  • Troubleshooting IT / Technical faults

Knowledge

Essential criteria
  • • Windows 7 and above
  • • MS Office 2010 and above
  • • Supporting end user devices in a distributed environment
Desirable criteria
  • • NHS IT systems and requirements

Skills and Aptitudes

Essential criteria
  • • Excellent customer service skills
  • • Excellent interpersonal skills
  • • Excellent planning and time-management skills
  • • Excellent verbal/written communication skills

Personal Circumstance

Essential criteria
  • • Willing to work different shift patterns and/or extended hours
  • • Willing to participate in an out-of-hours IT on-call service
  • • Willing to work in a flexible and dynamic manner
  • • Must be able to travel independently of public transport
  • • Pleasant disposition
  • • Enthusiastic and highly motivated

Other

Essential criteria
  • • Act in ways that support equality and value diversity (Level 1)
  • • Ability to abide by mandatory NHS Code of Confidentiality

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyPositive about disabled peopleAge positiveArmed Forces Covenant (Silver Award)Mindful employer.  Being positive about mental health.Disability confident employerBetter Health - SilverFair Train Silver StandardStep into health

Documents to download

Apply online now

Further details / informal visits contact

Name
Phil Balchin
Job title
IT Service manager
Email address
[email protected]
Telephone number
01228 608888
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