Job vacancy: IT Officer – Desktop Support, The Newcastle upon Tyne Hospitals NHS Foundation Trust, 317 Regent Point

Job summary

Main area: 317 IT - Desktop Support
Grade: Band 5
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 317-2025-33-21-DR

Employer: The Newcastle upon Tyne Hospitals NHS Foundation Trust
Employer type: NHS
Site: Regent Point
Town: 317 Regent Point
Salary: £31,049 - £37,796 per annum
Salary period: Yearly
Closing: 28/08/2025 23:59
Interview date: 15/09/2025

IT Officer – Desktop Support

Band 5

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS foundation trusts in the country, with around 15,000 staff and an annual budget of £1.6 billion.

We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.

We’re in the top five providers of specialised health services in the country, supporting people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

Our staff oversee around 6,500 patient contacts each day, 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, sex, 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.

Detailed job description and main responsibilities

To provide second and third line desktop support services to users of information technology across the Trust, to maximise the availability and functionality of Information Technology to end users. This may be either over the telephone, by e-mail or at the deskside.

Providing high quality end user support services for all IT issues both within NUTH and supported third party organisations.

Provide second and third line end user support to Trust and supported third party organisations.

Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.

An ability to prioritise workloads to maximise the productivity of the desktop support function.

An ability to work both under own initiative and also as a team player, with colleagues from both the Trust and from associated organisations.

An ability to provide basic end-user familiarisation with PC hardware and software facilities when installing new or upgraded systems for end users.

An ability to assess the suitability of PC locations from a Health & Safety perspective in relation to adequate lighting, desk space, seating arrangements.

Provide regular feedback to users on status and progress of their calls, including a knowledge of when to refer calls to alternative support staff or other support organisations.

Work with local and national service providers, and other third-party organisations to support troubleshooting where applicable.

Ensure that the highest quality advice and support is given to managers and clinicians to enable maximum achievement of benefits from IT.

Maintain up to date knowledge of technical hardware and software used within the Trust and supported third party organisations.

Provide leadership to a local team on site, acting as an escalation point for the Desktop Support Officers.

Person specification

Qualifications and Education

Essential criteria

▪ Educated to Degree Level in an IT related subject or significant previous experience in an IT Support Role

Desirable criteria

BTEC or working towards formal IT qualifications
CompTIA A+ certification
ITIL Foundation
Full UK Driving Licence

Knowledge and Experience

Essential criteria

Extensive 2nd and 3rd Line experience in a Desktop Support environment
Technical knowledge and expertise of IT hardware, operating systems, and end-user software, in particular Lenovo desktop PCs and Laptops
Significant experience in a Desktop Support or similar role in a complex environment
Familiarity with Microsoft applications including installation, configuration, and troubleshooting
Knowledge of and experience in using Service Desk software
Experience with software installations, repairs, and upgrades
Familiarity with on-line technical and support resources
In Depth knowledge of PC and laptops, Xerox devices and Printer architectures and troubleshooting

Desirable criteria

Good knowledge of networks
Awareness of NHS Systems
Experience of Microsoft Windows OS deployments and upgrades
Knowledge of Service desk operations

Skills and Abilities

Essential criteria

Excellent customer service skills
Good telephone manner and clear diction ability
Ability to interact effectively with internal and external personnel
Able to work under pressure and meet deadlines
The ability to handle difficult situations and ensure effective working by using a full range of interpersonal skills (e.g. tact, diplomacy, negotiation, influencing, assertiveness)
Excellent time management skills
Ability to work alone and unsupervised where required
Excellent problem solving and troubleshooting skills
Flexible approach to working hours and practices (to cover staff holidays and absence)
Ability to act as a senior escalation point for the Desktop Support Officers and Deputise in the absence of the Desktop Support Manager

Desirable criteria

Experience dealing with VIP\Exec Teams
Project experience

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. Failure to complete this section may result in your application not being processed.

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.

Candidates who are shortlisted for interview will be contacted by e-mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful.