Senior Service Desk Analyst VR

NHS Scotland; Dunfermline; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid work between home and office

Support for disabled candidates

Job summary

NHS Scotland is seeking a Service Desk professional to join our busy Digital Services IT Service Desk Team, supporting around 10,000 computer users across NHS Fife, including GPs. The role focuses on first-line IT support, team supervision, and ensuring resolutions are accurate and timely.

You will need strong English communication skills, supervisory experience in IT support, and the ability to travel between Kirkcaldy and Dunfermline occasionally.

Qualifications

• Excellent communication and customer relation skills are essential.
• Sound logical approach to problem solving and ability to prioritise workload.
• Supervisory experience in IT support is advantageous and knowledge of Microsoft products is helpful.
• Flexibility for occasional travel between Kirkcaldy and Dunfermline and across Fife is required.

Responsibilities

• Provide first line IT support and supervise the service desk team.
• Direct issues or escalate to specialist groups with clear, complete information.
• Assist in managing workload and maintaining 24/7 service readiness.

Skills

Excellent communication

Customer relations

Problem solving

Workload prioritisation

Microsoft products knowledge

Job description

We are looking for someone to join our busy Digital Services IT Service Desk Team providing first line IT Support and general team supervision to a function supporting approximately 10,000 computer users across NHS Fife, including GPs.

You will have excellent communication and customer relation skills together with the ability to identify PC and other Endpoint problems relayed to you by people with differing levels of technical understanding. You will have a sound, logical approach to problem solving as well as skills in prioritising and managing your own workload and the workload of the team.

Calls will come by telephone or online portal and you will be expected to either fix first time (50%) or pass on accurate and complete information to the other specialist resolver groups within the wider team.

Previous supervisory experience in an IT support role would be a distinct advantage, as would knowledge of Microsoft products. The Service Desk has a ‘pop-up’ capability so you must be able to travel between Kirkcaldy and Dunfermline very occasionally and throughout Fife by exception.

A high level of English language competency and communication skills is necessary to perform this role safely and effectively. NHS Fife is a 24/7 organisation so you may be asked to work outside of normal office hours from time to time. There is also an opportunity for flexible working hours (within a flexible working policy) and some hybrid working between home and office.

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.

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.

We offer flexible working and family-friendly policies and fully support disabled candidates, and candidates with long-term conditions or who are neurodivergent by making reasonable adjustments to our recruitment policy and practices.

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.

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