IM&T Senior Technician

NHS Ayrshire & Arran; Glasgow; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior IM&T Technician to join their dynamic Service Desk team. This role involves being the technical specialist and main escalation point for client support, ensuring efficient hardware and software support, and developing ITIL processes. With a hybrid working arrangement, you will contribute to enhancing digital and security solutions across the public sector in Scotland. If you have a passion for IT and a commitment to improving service delivery, this opportunity is perfect for you.

Benefits

Pension Scheme

Work-life Balance Policies

Occupational Health Services

Learning Resources

Discounts on Leisure

Financial Benefits

Shopping Benefits

Qualifications

• Degree or equivalent experience in IT Technical Support or Systems Administration.
• Experience in ITIL processes and client support.

Responsibilities

• Support hardware, software, and systems as the main escalation point.
• Assist in creating processes and generating reports within ServiceNow.

Skills

IT Technical Support

Systems Administration

ITIL Processes

Client Support

ServiceNow

Education

Degree in IT or equivalent experience

Tools

ServiceNow

Job description

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About The Organisation

National Services Scotland (NSS) is a national NHS Board operating at the heart of NHSScotland, providing support and advice at strategic and operational levels. NSS supports delivery of services efficiently and effectively, offering shared services nationally using best-in-class systems and standards. Our aim is to improve the health and well-being of the Scottish population by working with colleagues across Health and Social Care to deliver suitable solutions and systems, enabling stakeholders to re-invest resources into essential services.

The Post

The Digital & Security organisation provides world-class Digital and Security expertise, solutions, and services to NSS, NHS Boards, Scottish Government, and the wider Public Sector in Scotland.

As a Senior IM&T Technician, you will be the technical specialist within the Service Desk team and the main escalation point for client support within NSS. Your responsibilities include supporting hardware, software, and systems; triaging issues to specialist teams; building networks of contacts; assisting in creating processes and procedures; generating reports within ServiceNow; and coaching and quality control.

The Candidate

Applicants should have a Degree or equivalent experience in IT Technical Support or Systems Administration. Experience in developing or ensuring adherence to ITIL processes, acting as an escalation point, and assessing, triaging, and prioritizing tickets is essential.

Location and Working Pattern

Based at Gyle Square, Edinburgh, or Delta House, Glasgow. Currently hybrid working arrangement. Monday to Friday, 37 hours per week. Residency within the UK is required for employment with NSS.

Benefits

Benefits include a pension scheme, work-life balance policies, occupational health services, learning resources, and discounts on leisure, financial, and shopping benefits.

Inclusion

NSS is committed to diversity and inclusion, supporting flexible working, offering learning and development opportunities, and guaranteeing interviews for disabled applicants meeting minimum criteria. We are an equal opportunities employer and a Disability Confident Leader. For reasonable adjustments, contact [e-mail].

Further Information

For informal discussions, contact Michael McLeod at [e-mail]. The closing date for applications is 9th May 2025. More information is available at https://www.nss.nhs.scot/. Please check your email regularly for correspondence.