Senior Analyst

NHS National Services Scotland; Remote; GBP 80,000 - 100,000; Full time

Job summary

A public health service organization is looking for a Helpdesk Senior Analyst to provide exceptional customer service and technical support primarily through the service desk. This role involves acting as a technical escalation point and contributing to the development of digital services for health and care. Candidates should have strong problem-solving skills, customer service experience, and knowledge of SQL. The position offers a flexible working model and opportunities for professional growth.

Benefits

Generous NHS pension scheme

Annual leave plus public holidays

Flexible working opportunities

Qualifications

• Strong analytical skills with a focus on problem-solving.
• Experience working on a technical service desk.
• Ability to communicate complex information simply.

Responsibilities

• Provide excellent customer service and technical support.
• Act as a technical escalation point within the team.
• Support the Turas platform and NHS ePortfolios.

Skills

Excellent communication skills

Problem solving

Experience in customer service

Technical support experience

SQL knowledge

Job description

Flexible Location

NES is a remote‑friendly employer with staff based throughout Scotland. We support office‑based and hybrid working arrangements. We welcome conversations about alternative working patterns—please get in touch during the application process to discuss.

Work Pattern

Fixed Term, FullTime, 37 hours per week. From 1/4/26, the Agenda for Change full‑time working week will be reducing from 37 to 36 hours per week. Part time hours will be reduced pro‑rata. However, there will be a corresponding increase in the hourly rate so that pay will not be affected.

Fixed‑term or Secondment until 31 March 2027

For NHS applicants, an NHS secondment will be offered in the first instance. For non‑NHS applicants, a fixed‑term or secondment would be considered.

You must have eligibility and entitlement to work in the UK which is required to be maintained throughout your period of employment.

Who We Are

NHS Education for Scotland (NES) is the national health board with statutory responsibilities to effect sustainable change through workforce development, education and training across the health and social care system in Scotland, while working at UK level with partner organisations. NES Technology Service (NTS) has created a strategic programme for the transformation of digital‑based services to allow NES to become a leading digital organisation in Scottish Health, digital by default and fully aligned with the Scottish Government’s technology strategies.

The Opportunity

We are looking for a Helpdesk Senior Analyst to join our small, but highly talented and growing team. This successful candidate will provide excellent customer service and technical support to both internal and external service users in Health and Social Care, primarily on the service desk. The Senior Analyst will play a key role as a technical escalation point within the Team, handling both L1 and L2 requests.

Do you want to play a key role in providing excellent service and technical support in Health and Social Care? Do you have strong problem solving and analytical skills? Do you have experience of working on a technical service desk and /or experience of utilising SQL? Do you enjoy utilising technology to help others? Do you enjoy working at pace and being adaptive to an ever‑changing environment whilst collaborating with others? Do you have excellent communication and customer service skills?

Working within the Helpdesk team you will have the opportunity to act as an escalation point providing general and technical support for colleagues, and users of the Turas platform, NHS ePortfolios and the National Digital Platform. Our work can directly inform the development and delivery of digital services for health and care professionals, and the general public. Our aim is to ensure we are providing the best service possible for our users and constantly looking for ways to improve their experience.

What We Love to See

• Experience of working in a fast paced customer service environment with excellent communication skills
• A good approach to problem solving with a strong desire to resolve any customer issues to the satisfaction of the end user
• A keen eye for detail
• An ability to quickly understand complex business processes
• Experience of working on a Technical Service Desk
• Highly effective communicator knowing how to make technical information and language simple for a wide range of internal and external stakeholders (both verbally and in writing).
• Use SQL to assist with escalated matters within our Development Team
• Demonstrate honesty, integrity, care and compassion when dealing with others, utilising tact and persuasion skills when necessary
• Ability to work on own initiative, to organise and prioritise own workloads, to meet strict deadlines

Benefits Which Matter

• Life‑work balance - with opportunities for flexible working and hybrid working
• Generous NHS pension scheme
• Annual incremental salary progression (up to the maximum of the salary band) plus annual NHS salary scale review
• Annual Leave - 27 Days increasing in line with service plus 8 days public holiday
• NHS discounts and more

Diversity and Inclusion

Developing a successful national service for Scotland is impossible without ensuring we consider the diverse needs, perspectives and backgrounds of everyone in Scotland in our work. We are focused on hiring the very best talent available for NES, and actively encourage applications from candidates of all backgrounds and aim to ensure everyone is treated fairly, with respect and has a positive recruitment experience – regardless of the outcome.

It’s not essential to be in a Senior Analyst role right now. You may be returning from a career break (e.g. maternity, paternity, caring for others) or returning after working in another field. Your experiences elsewhere can bring a fresh perspective to our work.

If you are considering applying and feel it would be helpful to discuss this initially, please contact Sarah‑Jane Sivewright, Analyst Business Partner – sarah‑[e-mail]

Next Steps

**NHS candidates will be considered firstly on a secondment basis, and so are strongly encouraged to discuss this with their current NHS employer at the earliest opportunity, ideally prior to application.

All applicants who are shortlisted for interview will be contacted by e‑mail.

In person OR online interviews Online interviews and a quick exercise or presentation will take place on between Tuesday 10th February and Wednesday 11th February 2025. The background information for the exercise/presentation topic will be sent to candidates selected for interview.

For further information please refer to the Job Information Pack below.

Unless otherwise stated the deadline for applications is 23:59 hours on the closing date. Please note, CVs will not be accepted.

1. Please be advised that if you are successful in being offered the role following the recruitment process, you will be expected to attend the office prior to your start date to complete face‑to‑face pre‑employment checks. If you require any adjustments to support this, please let us know.
2. 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 Immigration 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 website here.

For specific types of post, if you do not have the necessary eligibility to work in the UK, it might be possible (though not guaranteed) to secure sponsorship via a UK Skilled Worker/Health & Care Worker Visa. However, this is only possible if the employer is a licensed Sponsor, and if the post does not fall below the current minimum salary threshold or ‘going rate’. Further information on these criteria can be found here.

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 sponsored BEFORE submitting your application form.

If you have any queries regarding the NHS Scotland National Recruitment Portal or the recruitment process, please don't hesitate to contact our recruitment partners, the East Region Recruitment Service, at: [e-mail]