Service Desk Coordinator

NHS 24; Glasgow; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

Join a forward-thinking organization as a Service Desk Coordinator, where your advanced IT skills will be pivotal in managing incident and service requests. This temporary role offers the chance to work in a dynamic environment, contributing to crucial public health services. You will be responsible for troubleshooting technical issues, coordinating meetings, and developing procedures to enhance service management. With a commitment to fostering an inclusive workplace, this position provides an opportunity to make a meaningful impact while enjoying comprehensive benefits, including generous annual leave and professional development opportunities.

Benefits

35 days annual leave

Development opportunities

Enhanced pay for public holidays

Pension scheme enrollment

NHS discounts

Employee support programs

Qualifications

• Experience in administrative roles, particularly in healthcare settings.
• Advanced IT skills, especially in MS Office applications.

Responsibilities

• Process incident and service requests through various channels.
• Coordinate meetings and maintain effective communication within the team.

Skills

IT Skills

MS Office

Data Entry

Customer Service

Education

Administrative Experience

Health-Related Environment Experience

Tools

Self-Service Portal

Databases

Job description

Service Desk Coordinator – Temporary 7 months

Are you skilled in managing incident and service requests with a focus on delivering customer service?

Do you thrive in dynamic environments where your advanced IT skills can make a significant impact?
Are you driven by the opportunity to propose and implement improvements in technical service management processes?

Who We Are

As NHS Scotland's provider of a national tele-health and tele-care service, we deliver health advice and information by telephone and online to the population of Scotland 24/7. NHS 24 is a patient-focused service providing triage, advice, guidance, referral, and healthcare information.

We operate six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald, and Clydebank. NHS 24 supports hybrid working; this role can be based at any regional centre. The successful candidate must be within commuting distance to attend in person when required and able to travel between centres for meetings, training, and other activities.

The Role

NHS 24 ICT Department manages technology systems across the organization, some of which integrate with national systems to ensure quality health advice and care. The Service Desk Coordinator resolves staff and customer technical issues by troubleshooting hardware and software problems.

Hours: 24/7 coverage.

Shift pattern: 19:45 to 08:15 Night shift, weekends (Sat/Sun).

Key Responsibilities

1. Processing incident and service requests via self-service portal, email, or phone.
2. Managing communication within the ICT Service Desk team and supporting meetings.
3. Developing procedures for effective management of service information.
4. Proposing and implementing improvements to administrative practices linked to technical service management.
5. Coordinating meetings, organizing audio/visual requirements, recording minutes, and tracking follow-up actions.
6. Designing, developing, and maintaining databases for accurate and relevant information.
7. Additional duties as detailed in the Job Pack.

Successful Applicant Will:

• Have administrative experience, preferably in a health-related environment.
• Demonstrate advanced IT skills, especially in MS Office.
• Be experienced in data entry into various databases.
• Work autonomously and as part of a team, contributing to departmental goals.

Benefits

NHS 24 offers a temporary Band 3 contract (£26,869 – £28,998 per annum, pro-rata for part-time). Salary placement depends on NHS service experience.

Benefits include:

• 35 days annual leave (rising to 41 pro-rata).
• Development opportunities: bursaries, e-learning, courses.
• Enhanced pay for public holidays.
• Enrolment in the Scottish Public Pensions Agency scheme.
• NHS discounts and employee support programs.

This role is ideal for motivated individuals seeking a challenging, rewarding position contributing to public health services.

Interested?

Download the Job Pack and Person Specification for full details, and the Candidate Application Guide to assist your application.

We recommend reading all information in the Job Pack to support a successful application.

At NHS 24, we foster an inclusive workplace where everyone feels valued and encouraged to be themselves. We are committed to anti-racism and equality, welcoming applications from underrepresented groups and disabled candidates, with guaranteed interviews for those meeting minimum criteria.

NHS 24 is legally obliged to verify work permissions in the UK. We cannot sponsor visas; candidates requiring a Certificate of Sponsorship can find more info at www.bia.homeoffice.gov.uk and www.gov.uk.