Lead User Support Officer

NHS Ayrshire & Arran; Falkirk; On-site; GBP 42,000 - 54,000; Full time

Job summary

NHS Forth Valley's Digital Directorate/ICT/eHealth offers an opportunity for a User Support Lead to support ITSM and service desk operations at Falkirk Community Hospital. You will lead the team, provide guidance, and drive training to maximise system use while ensuring governance-compliant updates across interfaces and services.

Some travel across the board may be required. Ideal candidates will have a degree or equivalent in ICT or demonstrable NHS/public sector experience, and be prepared to

Qualifications

• Degree or equivalent in ICT/technical-related subject or demonstrable NHS/public sector experience.
• Experience delivering IT system-based solutions with ITSM/ITIL governance.

Responsibilities

• Lead within the Digital Service Desk Team and be a point of contact for services.
• Support the Service Desk Manager in ITSM implementation and management.
• Provide user advice, guidance and training to maximise system usage.
• Coordinate updates and system changes in line with governance requirements.
• Work with internal and external staff to liaise and ensure timely delivery across the board.

Skills

Leadership

Stakeholder management

IT Service Management

Communication

Training

Education

Degree or equivalent in ICT/technical-related subject

Tools

ITSM tools

Governance processes

Job description

An excellent opportunity has arisen to join the Digital Directorate/ICT/eHealth department of NHS Forth Valley as a User Support Lead.

The successful candidate will support the Digital Service Desk Manager in the implementation and ongoing management of the ITSM that provides FV staff information required for the management of ITIL standard Incidents, Requests, Change, Problem and Reporting.

As a key member of the Digital Service Desk Team, they will ensure delegated tasks and projects are completed within the relevant timescales and to the required standards. Act as the lead within the team and as a point of contact for services providing advice and guidance, on-going user advice and guidance and training support across the organisation to ensure that it is utilised to its fullest extent. Provide system support to the Digital Service Desk Manager and take forward projects for the ongoing development of the system and associated interfaces to other systems. Work with internal and external staff acting as a vital link to provide the support and co-ordinate updates and system changes in line with governance requirements, ensuring that these are adhered to by the team.

You will have excellent interpersonal skills and leadership qualities, with the ability to negotiate with and influence others and NHS experience would be beneficial.

You will be educated at a minimum to Degree or equivalent in an ICT/technical-related subject or be able to demonstrate relevant experience in the delivery of IT system based solutions in an NHS or Public Sector environment.

The post will be based at the Falkirk Community Hospital in Larbert and travel may be required across the Board area.

The duties of this post require the successful candidate to complete a Level 2 Disclosure Scotland check.

Certificate of Sponsorship

Applicants who require sponsorship to work in the UK are advised to carefully review the eligibility criteria for the Skilled Worker or Health and Care Worker visa routes. NHS Forth Valley may be able to offer sponsorship for certain roles, provided the post meets the minimum salary threshold and any other required criteria. If you are currently working in the UK on a Skilled Worker visa, transitional arrangements may apply. Please note that sponsorship is not guaranteed and is assessed on a case-by-case basis following interview and at the commencement of pre-employment checks. For further information on visa requirements and sponsorship eligibility, please refer to the UK Government guidance.

It is also recommend that anyone applying for health and social care jobs in the UK from abroad read the following guidance: Applying for health and social care jobs in the UK from abroad - GOV.UK (www.gov.uk)

Candidates should provide original and authentic responses to all questions within the application form. The use of artificial intelligence (AI), automated tools, or other third-party assistance to generate, draft, or significantly modify responses is strongly discouraged. By submitting your application, you confirm that all answers are your own work, reflect your personal knowledge, skills and experience, and have not been solely produced or altered by AI or similar technologies. Failure to comply with this requirement may result in your application being withdrawn from the application process.

Please note that the majority of correspondence is sent by e-mail, therefore please check your e-mail regularly (including junk folders) and your Jobtrain account for updates.

NHS Forth Valley is positive about disabled people and is committed to offering an interview to disabled people who meet the minimum criteria for the job. Please contact the Recruitment Office on 0330 041 4694 if there are any reasonable adjustments we can make to assist you with your application and/or interview.

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.