IM&T Senior Technician

NHS National Services Scotland; 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 offers the opportunity to be at the forefront of Digital and Security solutions, providing essential support to various NHS entities across Scotland. You'll play a crucial role in triaging issues, building networks, and ensuring adherence to best practices in IT service management. With a commitment to diversity and inclusion, this organization promotes a hybrid working environment, ensuring a work-life balance while contributing to the vital health services in the region. If you're passionate about IT and want to make a difference, this position is perfect for you.

Benefits

Pension scheme

Work-life balance policies

Occupational health services

Learning resources

Discounted leisure benefits

Financial benefits

Shopping benefits

Qualifications

• Educated to Degree level or equivalent experience in IT.
• Experience with ITIL processes and client support.

Responsibilities

• Support hardware, software, and systems for NSS.
• Act as the main point of escalation for client support.

Skills

ITIL-compliant processes

Technical Support

Systems Administration

ServiceNow

Client Support

Education

Degree in IT or equivalent experience

Tools

ServiceNow

Job description

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 customers in delivering services more efficiently and effectively, offering shared services on a national scale using best-in-class systems and standards. Our priority is to improve the health and well-being of the people of Scotland by working in partnership with colleagues across Health and Social Care to deliver high-quality services that enable stakeholders to re-invest 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.

As a Senior IM&T Technician, you will be the technical specialist within the Service Desk team and the main point of escalation 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 creating processes and procedures; generating reports within ServiceNow; and coaching and quality control.

The Candidate:

Applicants should be educated to Degree level or have equivalent experience in a relevant discipline (e.g., IT Technical Support/Systems Administration). You should have experience developing or ensuring adherence to ITIL-compliant processes and procedures, acting as a point of escalation, and assessing, triaging, and prioritizing support tickets.

Location and Working Pattern:

Gyle Square, Edinburgh, or Delta House, Glasgow. Currently hybrid working. Monday to Friday, 37 hours per week. It is a condition of employment that you must reside within the UK and remain a resident for the duration of employment with NSS.

Benefits:

Our benefits package includes a pension scheme, work-life balance policies, occupational health services, learning resources, and discounted leisure, financial, and shopping benefits. HR Benefits Brochure

Inclusion:

NSS is committed to diversity and inclusion. We promote flexible working, offer learning and development opportunities, and support mental health initiatives. We guarantee to interview all disabled applicants who meet the minimum criteria. As a Disability Confident Leader, NSS aims to provide accessible and inclusive recruitment services. For reasonable adjustments, contact [e-mail].

Further Information:

For an informal discussion, contact Michael McLeod, Department Manager, at [e-mail]. The closing date for applications is 9th May 2025. More about NSS is available at https://www.nss.nhs.scot/. Please check your email regularly for correspondence, including junk folders.