Senior Helpdesk Agent

NHS National Services Scotland; Scotland; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible working

NHS pension

Annual leave 27 days + 8 holidays

NHS discounts

Job summary

Public Services Delivery Scotland is seeking two Senior Helpdesk Agents to deliver high‑quality customer service and L2 technical support for the Turas Platform, NHS ePortfolios and the National Digital Platform.

Based in Scotland with remote-friendly, hybrid working, you'll act as the escalation point for complex issues and work in a fast-paced environment to resolve enquiries promptly.

Qualifications

• Experience in a fast‑paced customer service environment with excellent communication skills.
• Extensive knowledge of the Turas Platform in a user support or administrative capacity.
• Strong problem-solving ability with a focus on resolving customer issues.

Responsibilities

• Provide L2 technical support and customer service via service desks as part of a small team.
• Act as escalation point for colleagues and users of the Turas Platform, NHS ePortfolios and the National Digital Platform.
• Collaborate with the Development Team to resolve complex issues using SQL where needed.

Skills

Customer service

Turas Platform

Problem solving

Communication skills

Attention to detail

Fast-paced environment

Team collaboration

Tools

SQL

Job description

On 1 April 2026, NSS and NES became one national organisation, focused on continuity today and a stronger, more connected service for tomorrow.

As part of this transformation, NHS National Services Scotland (NSS) and NHS Education for Scotland (NES) have joined to form a new organisation: Public Services Delivery Scotland (PSD Scotland). This new organisation will play a pivotal role in supporting the renewal and ensuring the long-term sustainability of health and care services across Scotland.

Flexible Location: PSD Scotland 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, Full Time, 36 hours per week

Fixed-term or Secondment** until 31st Match 2028

**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

PSD Scotland unites expertise from NES and NSS in a way that will allow us to accelerate national programmes to support the NHS to deliver better care, now and in the future.

We support staff with education and training, provide the tools and data that improve services, and run vital national functions such as procurement, logistics and blood, tissue and cell services.

PSD Scotland Technology Service has created a strategic programme for the transformation of digital based services to allow PSD Scotland Technology Service 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 2 Senior Helpdesk Agents to join our small but highly talented team, providing excellent customer service and L2 technical support via service desks. The Senior Analysts will play a key role as the team's technical escalation point.

Do you you want to play a key role in providing excellent customer service and technical support in Health and Social Care?

Do you have strong problem solving and analytical skills?

Do you have extensive knowledge and experience of the Turas Platform, ideally in a user support or administrative capacity?

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

Do you have experience of working on a technical service desk or using a mailbox to manage requests?

Working within the User Support 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.

Does this sound like you?

What We Love to See

Senior Helpdesk Agent 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 in a fast paced customer service environment with excellent communication skills
• Extensive knowledge and experience of the Turas Platform, ideally in a User support or Administrative capacity
• 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).
• To 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

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 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 means considering the diverse needs, perspectives, and backgrounds of everyone in Scotland. We are focused on hiring the very best talent and actively encourage applications from candidates of all backgrounds. Our aim to ensure that everyone is treated fairly, with respect, and has a positive recruitment experience—regardless of the outcome.

We welcome applications from all under‑represented groups, including racially minoritised people and disabled people. It is not essential to be in Senior Helpdesk Agent role right now—you may be returning from a career break (e.g., maternity, paternity, caring) or coming from another field. Your experiences can bring a fresh perspective to our work.

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 (including a quick exercise or presentation) will take place on TBD 2026. 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 Immigrations Service.

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards willcheck 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.

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 licenced Sponsor, and if the post does not fall below the current minimum salary threshold or 'going rate'. Further information on these criteria can be foundhere.

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 sponsoredBEFOREsubmitting your application form.