EC-763 Helpdesk Analyst Technician

NHS Scotland; Tan Office Green; Remote; GBP 25,000 - 32,000; Full time

Job summary

NHS Scotland seeks a Helpdesk Analyst to join a dedicated team providing top-notch support in health and social care. This role involves enhancing technical skills, solving problems, and offering exceptional service to both internal and external users. Flexible working patterns and various employee benefits enrich your work-life balance while contributing to vital health services across Scotland.

Benefits

Flexible working

Generous NHS pension scheme

Annual leave of 27 days plus 8 public holidays

NHS discounts

Qualifications

• Experience in a fast-paced customer service environment.
• Ability to resolve customer issues effectively.
• Highly effective communicator capable of simplifying technical information.

Responsibilities

• Provide excellent customer service and technical support.
• Support the Turas platform for health and care professionals.
• Work within a dynamic and changing environment.

Skills

Communication skills

Problem-solving

Attention to detail

Adaptability

Job description

Flexible Location: Based throughout Scotland, NES is a remote friendly employer supporting office and hybrid working. We’re happy to talk about how you want to work.

Work Pattern: Fixed Term,Full Time, 37 hours per week

Fixed-term or Secondment** until 31st March 2026

• For NHS applicants, an NHS secondment will be offered in the first instance. For non-NHS applicants, a fixed-term or secondment would be considered.
  
  

You must have eligibility and entitlement to work in the UK which is required to be maintained throughout your period of employment.

Who We Are

NHS Education for Scotland (NES) is the national health board with statutory responsibilities to effect sustainable change through workforce development, education and training across the health and social care system in Scotland, while working at UK level with partner organisations.

NES Technology Service (NTS) has created a strategic programme for the transformation of digital based services to allow NES to become a leading digital organisation in Scottish Health, digital by default and fully aligned with the Scottish Government’s technology strategies.

The Opportunity

We are looking for a Helpdesk Analyst to join our small, but highly talented and growing team to provide excellent customer service and technical support to both internal and external service users in health and social care

Do you want to improve your technical skills?

Do you enjoy problem solving and collaborating with others?

Do you want to play a key role in providing excellent service and technical support in health and social care

Do you enjoy working at pace and being adaptive to an ever-changing environment??

Do you have excellent communication and customer service skills?

Working within the Working within the Support team you will have the opportunity to provide user and technical support for the Turas platform that will directly inform the development and delivery of digital services for health and care professionals, and the general public

Does this sound like you?

What We Love To See

Helpdesk Analyst’s offer a broad range of skills and experience, if you can offer some or all of these, we’d love you to apply:

• Experience of working in a fact paced customer service environment with excellent communication skills
• A good approach to problem solving with a strong desire to resolve any customer issues to the satisfaction of the end user
• An keen eye for detail
• An ability to quickly understand complex business processes
• Highly effective communicator knowing how to make technical information and language simple for a wide range of internal and external stakeholders (both verbally and in writing).
• Demonstrate honesty, integrity, care and compassion when dealing with others, utilising tact and persuasion skills when necessary
• Ability to work on own initiative, to organise and prioritise own workloads, to meet strict deadlines
  
  

Benefits Which Matter

As a valued employee of NHS Scotland, you can enjoy an extensive range of benefits including:

• Life-work balance - with opportunities for flexible working and hybrid working
• Generous NHS pension scheme
• Annual incremental salary progression (up to the maximum of the salary band) plus annual NHS salary scale review
• Annual Leave - 27 Days increasing in line with service plus 8 days public holiday
• NHS discounts and more
  
  

Diversity and Inclusion

Developing a successful national service for Scotland is impossible without ensuring we consider the diverse needs, perspectives and backgrounds of everyone in Scotland in our work.

We are focused on hiring the very best talent available for NES, and actively encourage applications from candidates of all backgrounds and aim to ensure everyone is treated fairly, with respect and has a positive recruitment experience – regardless of the outcome.

It’s not essential to be in a Helpdesk Analyst role right now. You may be returning from a career break (e.g. maternity, paternity, caring for others) or returning after working in another field. Your experiences elsewhere can bring a fresh perspective to our work.

If you are considering applying and feel it would be helpful to discuss this initially, please contact Ellie Reed-Mumford, Specialist Analyst – Application Management [e-mail]

Next Steps

• NHS candidates will be considered firstly on a secondment basis, and so are strongly encouraged to discuss this with their current NHS employer at the earliest opportunity, ideally prior to application.
  
  

All applicants who are shortlisted for interview will be contacted by e-mail.

In person OR online interviews Online interviews and a quick exercise will take place between Monday 23rd and Thursday 26th June 2025. The background information for the exercise topic will be sent to candidates selected for interview.

For further information please refer to the Job Information Pack below.

Unless otherwise stated the deadline for applications is 23:59 hours on the closing date. Please note, CVs will not be accepted.

If you have any queries regarding the NHS Scotland National Recruitment Portal or the recruitment process, please don't hesitate to contact our recruitment partners, the East Region Recruitment Service, at: [e-mail]