IT Service Desk Senior Assistant

6 days ago

Gateshead, Gateshead, United Kingdom Gateshead Health NHS Foundation Trust Full time

Job Summary


We are seeking a highly skilled IT Service Desk Senior Assistant to join our dedicated team at Gateshead Health NHS Foundation Trust. As a Service Desk Analyst, you will play a critical role in supporting our users and ensuring their technology infrastructure operates seamlessly.



Main Responsibilities



  • Provide first-level technical support to users via phone, email, and remote assistance, ensuring prompt and courteous responses to their inquiries.
  • Troubleshoot hardware, software, and network-related issues and escalate complex problems to appropriate teams when necessary.
  • Maintain accurate and detailed records of all user interactions and issue resolutions in our ticketing system.
  • Collaborate with other IT teams to implement solutions and resolve service-related incidents efficiently.
  • Participate in ongoing training and professional development to stay up-to-date with the latest technologies and industry trends.
  • Assist in the creation and maintenance of documentation, knowledge base articles, and user guides to enhance service efficiency.
  • Ensure compliance with company policies and security protocols to safeguard user data and network integrity.


About Us


Gateshead Health is committed to helping streamline operations to achieve greater efficiency and enhance patient care. We are a dynamic and supportive team that values innovation and professional growth.



Key Requirements



  • Education to NVQ Level III or 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.

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