262807 (LF) eHealth Desktop Officer

NHS Lothian; Livingston; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

35 days leave pro-rata

SPPA pension scheme

NHS discounts on goods and services

Job summary

NHS Lothian is seeking a Digital & IT Desktop Support Officer (Service Desk) on a fixed-term 2-year contract to support staff across the organisation. Based at St John’s Hospital, Livingston, the role provides frontline IT assistance, handling incidents and service requests for hardware and software with a strong emphasis on customer service.

The ideal candidate will have experience with Microsoft 365, Active Directory and Azure, and will work within ITIL-style processes and SLAs to ensure

Qualifications

• Strong customer service skills with excellent organisational ability.
• Solid understanding of IT technical support including Microsoft 365, Active Directory and Azure.
• Knowledge of IT operational support frameworks including incident management and SLAs.

Responsibilities

• Work as part of the Digital and IT Service Desk to deliver a consistent, high-quality service.
• Provide technical remote support for hardware and software used by staff.
• First point of contact for IT services across NHS Lothian, in line with SLAs.
• Assist in improving IT processes and knowledgebase.

Skills

Customer service

Organisational skills

Communication

Tools

Microsoft 365

Active Directory

Azure

Job description

This post is fixed term for 24 months

Grade: Band 4

Contract: Fixed-Term 2 Years

Hours: 36 hours per week, working a mix of shifts across Monday to Friday, with flexibility between the hours of 8am and 5pm.

Location: Based at St John’s Hospital, Livingston though may be Lothian-wide opportunities.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

AI tools like ChatGPT or Copilot can be great for planning and preparing your applicationbut your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand younot an AI tool.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. Further information on what NHS Scotland Boards are required to do to check this as well as what your responsibilities include can be found in the further information for this vacancy.

Please note: we anticipate a high level of interest in this position and may close the vacancy early once a sufficient amount of applications are received. Therefore, please make sure you complete and submit your application at an early stage.

We will fully support disabled candidates, and candidates with long-term conditions or who are neurodivergent by making reasonable adjustments to our recruitment policy and practices.

This is an excellent opportunity to work as part of a dedicated IT support team, providing excellent support to all staff in the use of IT services across NHS Lothian and supported services, helping to underpin our ability to support patient-centred care across the Lothian region.

The Digital & IT Desktop Support Officer (Service Desk) is a key role, tasked with supporting services through a combination of telephone and self-service. You’ll ensure we provide the best possible service of a broad range of issue resolution of software and hardware. The Service Desk is the single point of contact for issues, queries and requests related to our IT solutions and you will help ensure those issues are resolved effectively and efficiently.

Although a technical role, excellent customer service is at the centre of what we do. You will ensure that all who contact our Service Desk receive the best possible experience understanding the impact of the issue on their role and on the daily operations of NHS Lothian and the supported services we provide.

Key Responsibilities

• Work as part of the Digital and IT Service Desk to ensure a consistent, high-quality service is delivered.
• Provide technical remote support for hardware and software in use by over 30’000 members of staff.
• First point of contact for several key IT services used across the NHS Lothian working in line with SLA’s.
• Assist in the continuous improvement of IT process and procedures and knowledgebase.

About You

• Strong customer service skills, excellent organisational skills, with the ability work wide a wide range of issues.
• Sound understanding of IT technical support including Microsoft 365, Active Directory, and Azure.
• Have an understanding of IT operational support frameworks including incident management and service level agreements.
• Be positive, enthusiastic, and confident to represent the Digital and IT Service Desk and NHS Lothian Values.

Benefits

• 35 days leave (rising to 41) pro-rata
• enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services

Before applying applicants should ensure they meet the essential criteria in the Job Specification document