Senior Analyst - IT Service Desk

NHS National Services Scotland; United Kingdom; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading health board seeks a dedicated individual to provide comprehensive user support services in a dynamic role. The selected candidate will be responsible for assisting staff with various technology-related needs, including troubleshooting and equipment maintenance. This position requires strong analytical skills and the ability to handle complex enquiries effectively. It offers the opportunity to contribute significantly to ongoing digital transformation initiatives within the healthcare system, fostering a culture of innovation and support.

Benefits

Generous NHS pension scheme

Annual Leave - 27 Days

Flexible working hours

Qualifications

• Experience in a fast-paced customer service environment.
• Strong analytical and troubleshooting skills.
• Ability to meet travel requirements of the post.

Responsibilities

• Provide user support services to staff.
• Investigate enquiries and provide assistance.
• Install, repair, and maintain IM&T equipment.

Skills

Technical support

Analytical skills

Customer service

Problem-solving

Communication

Education

Relevant IT qualification or experience

Tools

MS Teams

SharePoint

Office Suite

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.

This roll requires weekly visits to both Dundee and Perth NES offices. NES also has offices in Edinburgh, Glasgow and Inverness and occasional travel to these offices will be required.

Work Pattern: Fixed-term, Full Time, 37 hours per week

As 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 31/03/2027

For NHS employee applicants: Secondment or SLA will be considered in the first instance.

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.

Our Technology

We are in the business of providing safe, secure and innovative technology products and services that aim to improve outcomes across education, training, workforce, health and care in the public sector in Scotland. Using modern cloud-based technology we deliver sustainable products and services for the future.

The Opportunity

We are looking for someone to provide user support services to all staff, investigating enquiries and queries and providing assistance and advice as required.

They will be required to apply information management skills, provide onsite technical support, create reports and training procedures, have techniques to support the maintenance and delivery of all solutions, and the analysis of business requirements.

The postholder will have knowledge of facts, principles, processes and general concepts in their field of work, and be guided by standard operating procedures, building and sustaining the quality of information and records management within NES.

Key tasks will include but will not be limited to:

• Provides technical, software and user support, discussing issues that may often be complicated. Where relevant this would include the installation, repair and maintenance of IM&T equipment.

• Interpret technical symptoms, recognise trends, and develop standard corrective policies and procedures.

• Liaise with more senior managers and stakeholders to understand the information management input required for projects and developments and communicate progress as well as any constraints or problems.

• Contribute to business analysis and requirements specifications, to define how systems should be designed and how information and learning resources should be described and organised within those systems to support the needs of the health and social care workforce.

• Responsible for equipment testing.

• Identifying problems where system interactions make identification of the fault difficult to track.

• Contribute to the evaluation of systems, including usability analysis.

• Contribute to analysis and evaluation of user feedback, usage statistics, and usability exercises to define gaps and issues and define improvements or new solutions.

• Provide specialist IT customer support to all NES employees.

• Contributes to, implements and maintains Standard Operating Procedures for IT Technicians and the wider NES staff.

• Ensures changes to operational systems are made using formal change control procedures and design and system documentation, both electronic and paper, are maintained.

• Proactively identify the ongoing information and training requirements of system users.

• Adapt, design, construct and maintain in-house and external information resources and systems to support NES and stakeholders.

• Development and delivery of training associated to relevant area of expertise.

• Involvement in IT ordering – generating quotes/ approvals/ purchase orders via the NHS procurement system.

• Supervisory and management skills / experience including coaching and/or mentoring of team members.

Do you want to help NES staff use technology effectively to increase their productivity and enhance their working practices?

Do you want to play a key role in supporting and developing a critical and strategic business system?

Do you enjoy being creative, and using your skills to find innovative and forward thinking solutions to problems?

Do you enjoy working at pace and being adaptive to an ever-changing environment?

Working within the Service Management team you will have the opportunity to influence the design and development of applications and business systems that support staff working right across NES.

Does this sound like you?

What We Love to See

Senior Analysts offer a broad range of skills and experience, if you can offer some or all of these, we’d love you to apply:

• Experience of working within a fast-paced customer service environment

• Confident in facilitating conversations to understand requirements and to explore technology options

• Ability to work with minimal supervision; to plan and prioritise own workloads and to meet deadlines

• Considerable experience using a variety of technologies and software e.g., MS Teams, SharePoint, Office suite, EntraID, Intune, etc.

• Strong analytical and troubleshooting skills

• Proven customer service skills with a helpful, pro-active, and flexible attitude

• Ability to proactively manage and action a broad range of complex enquiries; including delegation/ allocation of work and ensuring follow up action is taken

• Ability to meet the travel requirements of the post

• 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

As a valued employee of NHS Scotland, you can enjoy an extensive range of benefits including:

• Life-work balance - with opportunities for flexible working and remote 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 [e-mail]

Next Steps

*NHS applicants who wish to apply on a secondment basis are strongly encouraged to discuss this with their current employer at the earliest opportunity.

Our recruitment process is currently 100% remote and if successful you would initially work remotely, only working from our offices once official guidance supports this.

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

Online interviews will take place on Tuesday 10th – Friday 13th February 2026. Please note that the use of AI will not be permitted during interviews.

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 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 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]