Service Desk Analyst

NHS National Services Scotland; Inverness; On-site; GBP 22,000 - 28,000; Full time

Job summary

NHS Highland is seeking a Service Desk Analyst within its eHealth Department to provide first line support and logging of end-user issues to resume clinical tasks promptly.

The role involves answering calls via phone, email, portal, and web form, logging and prioritising requests, and escalating when necessary, with a strong focus on customer care and service improvement.

Qualifications

• Excellent interpersonal and communication skills with a customer-focused attitude.

Responsibilities

• Answer Service Desk calls and log them to resume user tasks.
• Provide first-line support, diagnose issues, and resolve or escalate as needed.
• Monitor systems daily, perform backups and report checks to maintain uptime.
• Be a focal point for customers and contribute to service improvement.

Job description

NHS Highland has a requirement for a Service Desk Analyst within its eHealth Department.

• Answer Service Desk calls and record them on the NHS Highland's Service Desk application to ensure end users can resume business and clinical tasks after reporting faults to eHealth. The Service Desk receives calls via telephone, email, portal and web form.
• Provide first line support call logging, diagnostic and remote resolution for calls placed on the Service Desk. This includes receiving, prioritising, documenting, and actively resolving eHealth requests. Where first line support is not possible the Service Desk Analyst will divert the call to the appropriate support organisation on the Service Desk application. This may be in-house or to an external supplier.
• Perform daily tasks, backup and report checks to ensure eHealth systems are monitored to ensure uptime is maintained. Where necessary, carry out preventative measures and pass any problems that cannot be resolved to the appropriate support organisation.
• Be a focal point for customers of eHealth services regarding problems and requests for new work. The services provided by the post holder have a direct and immediate impact on continuity of patient care.
• Positively contribute to the development and evolution of the team by proactively looking for improvement opportunities and collaborating with other eHealth teams.

The post holder must have excellent interpersonal and communication skills and must be able to demonstrate a positive and enthusiastic attitude to customer care along with a professional mindset.

This role does not meet the eligibility criteria for a Skilled Worker visa or a Health and Care Worker visa. NHS Highland is unable to provide candidates with a Certificate of Sponsorship (CoS).

Informal enquiries should be made to Marc Caldwell, eHealth Service Desk Team Lead; tel:[phone]; email:[e-mail].

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.

Additional information for candidates

Flexible Working

• Flexible working options may be available, depending on the role and service needs. If this is important to you, please discuss it at interview.

What is it like to work for NHS Highland?

• Visit https://www.nhshighland.scot.nhs.uk/careers/ to find out more about living and working in our area
• Applications are welcome from Gaelic speakers

Tha fàilte air tagraidhean bho luchd-labhairt na Gàidhlig

Care and compassion

Dignity and respect

Openness, honesty and responsibility

Quality and teamwork