Proactive Support User Administrator - Operations

NHS National Services Scotland; Glasgow; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

NHS Pension

Cycle to Work

Study bursaries

Learning opportunities

Flexible working

Job summary

NHS Greater Glasgow and Clyde (NHSGGC) is seeking an entry-level User Administrator to join the Proactive Support Team within Digital Services, Operations. The role delivers 1st line customer triage support for incidents and requests across desktop and end-user devices.

You will handle Active Directory and Azure accounts, communicate with users by phone, email, live chat and in person, and contribute to ongoing ITIL-aligned service improvements.

Qualifications

• Educated to HNC level with IT content or equivalent qualification.
• High level IT keyboard skills & experience with varied IT equipment.
• Good communication and ability to engage with users at all levels.
• Proven organisational, administrative and workload prioritisation abilities.

Responsibilities

• Manage user accounts in compliance with policies and audit guidelines.
• Set up users with security profiles and process leavers.
• Assist with rollouts and projects by ensuring user accounts are available.
• Conduct system/user audits and support provisioning tools.
• Work with ITIL processes to improve service delivery.

Skills

Customer service

IT literacy

Communication

Organisation

Education

HNC or IT qualification

Tools

Active Directory

Azure

eHealth systems

Job description

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included.

The role:

An exciting opportunity has arisen to join the Proactive Support Team within Digital Services, Operations, NHSGGC as we seek to recruit to this post of User Administrator.

The primary objective of the Proactive Support team is to deliver a customer focused digital support service to all desktop and end user devices Board-wide. Additional objectives include packaging and deployment of applications, continuous development and enhancing eHealth infrastructure to meet service and operational standards and requirements.

This is an entry-level post providing 1st line customer triage support for incidents and requests, using Active Directory and Azure, communicating with users via phone, email, live chat and in-person. We are seeking a suitable candidate to join this established team with demonstrable customer engagement skills, relevant technical skills and experience/qualification within the specialist area.

This role does not meet the eligibility criteria for a Skilled Worker visa or a Health and Care Worker visa. NHS Greater Glasgow and Clyde (NHSGGC) is unable to provide candidates or employees with a Certificate of Sponsorship (COS).

Duration, Location, and Working Pattern:

This is a permanent, full-time post of 36 hours per week.

The location is Queen Elizabeth (QEUH), 1345 Govan Road, Glasgow, G51 4TF.

The shift pattern is Monday to Friday, 9am-5pm.

Key responsibilities:

• Ensure all account administration is undertaken in compliance with eHealth policies and procedures and audit guidelines.
• Undertake the administration and maintenance of all eHealth user accounts including:
  • Setting up users with appropriate security profiles
  • Processing all leavers, ensuring accounts are removed and data archived
  • Processing all authorised changes to accounts
  • Ensuring users and line managers are kept appropriately informed
• Assist other eHealth staff to ensure all user account facilities are in place to support planned system rollouts and projects.
• Undertake system and user audits (where requested/approved).
• Utilise and support online user requesting and provisioning tools.

Service management and support

• Ensure that customers’ issues are addressed timeously and identify opportunities for improvement in service delivery, keeping abreast of industry best practice.
• Implement key performance indicators for the measurement of accurate and prompt processing of requests.
• Provide application support services to end users where required, and under the guidance of IT support team staff.
• Undertake other system administration activities (such as code table builds, drug tables, reference files).
• Work in conjunction with Incident, Change and Service Level Management to ensure that the team are adhering to ITIL best practice to aid swift resolution of issues, identify root causes, implement preventative measures and work towards continuous service improvement.

Knowledge, training, qualifications and/or experience required to do the job:

Essential:

• Educated to HNC level with specific IT content or equivalent professional qualification, or has proven comparable knowledge via experience is essential.
• High level of IT keyboard skills & experience of varied IT equipment & systems is essential.
• Previous experience in IT, with a high level of knowledge of legislation, best practices and procedures.
• Good communication skills and the ability to diplomatically deal with customers at all levels within the Organisation.
• Proven approach to organisation, administration, documentation and workload prioritisation with demonstrable proactive initiative

Desirable:

• Qualified in, ITIL IT Service Management (International standard for Best Practice in IT Service Management) – if not qualified to at least foundation level will be required to undertake this as part of personal development plan.
• Exposure to the Health Service

What we offer:

We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities.

As an NHS Scotland employee, you will be entitled to:

• A minimum of 27 days annual leave, increasing with length of service, plus public holidays
• Membership of the NHS Pension Scheme, including life insurance benefits
• Salary Sacrifice Car Benefit Scheme
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• NHS discounts on a wide range of goods and services
• Confidential employee support and assistance, including counselling and psychological therapies

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

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• 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.

NHS Greater Glasgow and Clyde (NHSGGC) recognises the importance work-life balance and is committed to offering a range of flexible working options where service needs allow. For roles where less than full-time hours can be accommodated, and where the tenure is listed as "various", we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic for discussion during the recruitment process.

NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ.

By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process.

For application portal or log-in issues, please contact the Jobtrain Support Hub in the first instance.