IT Service Desk Analyst

NHS National Services Scotland; Dunfermline; Hybrid; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Flexible working

Support for disabled candidates

Job summary

NHS National Services Scotland is seeking an experienced First Line Service Desk Analyst to support around 10,000 NHS users in Scotland, including GPs. You will diagnose and pass on issues to higher tiers when needed, communicating clearly with users of varying technical knowledge.

The role includes a hybrid working pattern and a 12-month fixed term. Based in Dunfermline, you will work from home or other sites with bookable desks, and you must be eligible to work in the UK.

Qualifications

• Experience in a First Line support role
• Knowledge of Microsoft products
• Strong communication and customer service skills
• Ability to identify PC and Endpoint problems
• Ability to prioritise and manage workload

Responsibilities

• Handle calls via telephone or online portal
• Resolve issues at first contact or escalate to 2nd/3rd line
• Provide accurate and complete information to colleagues

Skills

First line support

Customer service

Microsoft products

Problem solving

Communication skills

Tools

Microsoft Windows

Job description

We are looking for an experienced individual to join our Digital and Information Service Desk team providing first line support to approximately 10,000 computer users across the NHS Fife, including GPs.

You will have excellent communication and customer relation skills together with the ability to identify PC and other Endpoint problems relayed to you by people with differing levels of technical understanding. You will have a sound, logical approach to problem solving as well as skills in prioritising and managing your own workload.

Calls will come by telephone or online portal, and you'll be expected to either fix first time or pass on accurate and complete information to second and third line teams.

Previous experience in a First Line support role would be a distinct advantage, as would knowledge of Microsoft products.

NHS Fife allows for a hybrid working practice and although based in Dunfermline, you will have considerable freedom to work from home or any other site with bookable desks.

Fixed Term for 12 months

A requirement of this post is to become a member of the Protection of Vulnerable Groups (PVG) Scheme Prior To appointment.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK websitehere.

It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsoredBEFORE submitting your application form.

We offer flexible working and family-friendly policies and fully support disabled candidates, and candidates with long-term conditions or who are neurodivergent by making reasonable adjustments to our recruitment policy and practices.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

AI tools like ChatGPT or Copilot can be great for planning and preparing your application-but your answers must be your own.

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• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you- not an AI tool.