IM&T Senior Technician

TN United Kingdom; Glasgow; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior IM&T Technician to enhance its Service Desk operations. This role involves providing exceptional technical support, ensuring adherence to ITIL processes, and acting as the primary escalation point for client issues. The ideal candidate will thrive in a hybrid working environment, collaborating closely with team members to maintain high-quality service delivery. With a focus on improving health and well-being in Scotland, this position offers a unique opportunity to make a meaningful impact while enjoying a comprehensive benefits package, including work-life balance policies and professional development opportunities.

Benefits

Pension scheme

Work-life balance policies

Occupational health services

Learning resource centres

Discounts on leisure and shopping

Qualifications

• Educated to Degree level or equivalent experience in IT.
• Experience with ITIL-compliant processes.

Responsibilities

• Serve as the technical specialist within the Service Desk team.
• Support hardware, software, and systems; triage issues effectively.

Skills

IT Technical Support

Systems Administration

ITIL Compliance

Ticket Triage

Education

Degree in IT or equivalent experience

Tools

ServiceNow

Job description

National Services Scotland (NSS) is a national NHS Board operating at the heart of NHSScotland, providing invaluable support and advice at both strategic and operational levels. NSS aims to support customers in delivering more efficient and effective services, offering shared services on a national scale using best-in-class systems and standards. Our priority remains to improve the health and well-being of the people of Scotland. We achieve this by collaborating with colleagues across Health and Social Care to deliver fit-for-purpose solutions and high-quality systems, enabling stakeholders to re-invest freed resources into essential services.

The Post:

The core purpose of the Digital & Security organisation is to provide world-class Digital and Security expertise, solutions, and services to our customers, including NSS, NHS Boards, Scottish Government, and the wider Public Sector in Scotland.

Role Overview:

As a Senior IM&T Technician, you will serve as the technical specialist within the Service Desk team and act as the primary escalation point for client support within NSS. Your responsibilities include supporting hardware, software, and systems; triaging issues to specialist support teams; building networks of contacts; assisting in the creation of processes and procedures to ensure smooth Service Desk operations; generating reports within ServiceNow; and coaching team members while maintaining quality control.

Candidate Requirements:

• Educated to Degree level or equivalent experience in a relevant discipline (e.g., IT Technical Support/Systems Administration).
• Experience developing or ensuring adherence to ITIL-compliant processes and procedures.
• Experience acting as a point of escalation.
• Ability to assess, triage, and prioritize support tickets effectively.

Location and Working Pattern:

• Gyle Square, Edinburgh or Delta House, Glasgow.
• Currently hybrid working arrangement.
• Monday to Friday, 37 hours per week.
• Must reside within the UK for employment with NSS.

Benefits:

Our benefits package includes a pension scheme, work-life balance policies, occupational health services, learning resource centres, and discounts on leisure, financial, and shopping benefits.

Additional Information:

Closing date for applications: 9th May 2025. Please check your email regularly, including junk folders, as most correspondence is sent via email.

Note: If you are not a UK passport holder, you may require a work permit. For more information, please visit our blog.

Applicants should not provide bank or payment details. All applications must be submitted via the 'Apply now' button.

Created on 26/04/2025 by TN United Kingdom.