Employer heading
Desktop Support Officer
Band 4
Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country. We have around 16,000 staff and an annual budget of £1.7 billion.
With strong history of providing high quality care, clinical excellence, research and innovation regionally, nationally and internationally, we’re in the top five providers of specialised health services in the country.
As well as providing a wide range of hospital and community services, we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
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.
Job Overview
In the challenging arena of IM&T within the NHS, the Trust is leading in the development of electronic digital clinical systems through the implementation and development of its eRecord Programme.
With a strategic IM&T Programme in place our plans are to implement high quality solutions that deliver the benefits required to support the clinical and operational services of the Trust and the wider community.
With the increasing dependence on IM&T within the organisation and the introduction of new systems, we are seeking to recruit the above posts, adding to the existing Infrastructure and Desktop Support teams.
- Interview Date Tuesday 10 February 2026
- 37 Hours 30 Minutes/Week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
NO AGENCIES PLEASE
Main duties of the job
This role requires the post holder provide, first and second 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 desk-side.
An in-depth technical knowledge and expertise of IT hardware, Operating Systems and Application software, in particular Lenovo and HP devices and the suite of Microsoft applications.
Experience of supporting devices in a complex Enterprise networked environment, including installation, support and troubleshooting of network clients and other communications products and providing updates into a Service Management Helpdesk tool is required working within an ITIL based framework.
Working for our organisation
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
With around 2 million contacts with patients every year, we deliver care from:
- Royal Victoria Infirmary (RVI)
- Freeman Hospital
- Newcastle Dental Hospital
- Cramlington Manor Walks
- Urgent treatment centres
- Newcastle Fertility Centre
- Northern Centre for Cancer Care, North Cumbria
- Northern Genetics Service
These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.
We also have offices at Regent Point in Gosforth and community sites.
Please see attached information on what Staff Benefits we have to offer at our Trust under ‘Documents to download’ or ‘Supporting documents’.
For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust
Detailed Job Description And Main Responsibilities
- To provide first and second 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 email or at the desk-side.
- Provide assistance to the Senior Desktop Support Officers to Diagnose and repair PCs, laptops, peripherals and applications.
- Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
- Maintain up to date IT Records and Asset Management as required.
- Maintain up to date knowledge of technical hardware used within the Trust.
- Provide Basic End User familiarisation with PC hardware facilities when installing new or upgrade systems for end users.
- Provide Basic End User familiarisation with peripherals facilities when installing new or upgraded systems for end users.
- Assess the suitability of PC locations before installation from a health and safety perspective.
- Be flexible in your approach to work in order to support the 3 primary sites and our community sites as required.
Person specification
Qualifications & Education
Essential criteria
- Educated to at least HND level in an IT related subject or previous experience in an IT Support role.
Desirable criteria
- BTEC or working towards formal IT qualifications
- Relevant technical certifications or qualifications
- ITIL Foundation
- Full UK Driving Licence.
Knowledge & Experience
Essential criteria
- Basic understanding of Applications, including installation and configuration
- Experience of installing and supporting PCs and Peripherals
- 1st and 2nd level experience in a customer service and Desktop Support environment
- Technical knowledge and expertise of IT hardware, operating systems, and end-user software.
- Good Knowledge of Microsoft applications and operating systems.
- Knowledge of and experience in using Service Desk software
- Familiarity with on-line technical and support resources
- Excellent knowledge of PC and laptops, Xerox devices and Printer architectures
- Basic knowledge and experience of Microsoft Operating Systems
Desirable criteria
Skills And Abilities
Essential criteria
- Ability to provide end user support and deskside training when required
- Excellent troubleshooting skills
- Good documentation writing skills.
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.
Employer certification / accreditation badges
Documents to download
- B4 Job Description (PDF, 181.1KB)
- Newcastle Staff Benefits (PDF, 274.4KB)
- Behaviour and Civility Charter (PDF, 93.8KB)
Apply online now
Further details / informal visits contact
Name David Bull Job title Trust Desktop Support Manager Email address david.bull2@nhs.net Telephone number 0191 2821000
