Service Desk Analyst

NHS National Services Scotland; South Queensferry, Paisley; In loco; GBP 23.000 - 29.000; Tempo pieno

Descrizione del lavoro

The Scottish Ambulance Service is seeking an ICT Servicedesk Analyst to contribute to the day-to-day operations of the ICT Servicedesk, based at South Queensferry or Paisley. The role supports SAS ICT users with telephone IT assistance, email handling, and service portal requests while logging calls to meet incident management standards.

You will aim for 70% first-line resolution, perform basic troubleshooting, and escalate to 2nd/3rd line ICT teams when needed.

Competenze

• Diploma level in ICT or equivalent.
• Experience in ICT support environment is desirable.
• Good understanding of ITIL incident management processes.

Mansioni

• Provide telephone IT support to users.
• Process incoming emails and portal requests.
• Log service desk calls to meet incident management standards.
• Aim for at least 70% first-line resolution and escalate to 2nd/3rd line when required.
• Work closely with 2nd and 3rd line ICT support teams as part of a collaborative service desk.

Conoscenze

Excellent communication

ITIL knowledge

Team player

Troubleshooting

Formazione

Diploma level in ICT or equivalent

Strumenti

Microsoft 365

Descrizione del lavoro

SCOTTISH AMBULANCE SERVICE

ICT Servicedesk Analyst

South Queensferry or Paisley

The ICT Department are looking to recruit a Servicedesk Analyst to contribute to the running of day-to-day operations of the ICT Servicedesk.

This exciting opportunity offers the successful candidate the chance to assist in the provision of the ICT Servicedesk users throughout Scottish Ambulance Service (SAS).

The successful applicant must be flexible, committed and have a positive attitude in helping deliver the support services of a reliable Servicedesk, in a timely manner always ensuring customer satisfaction.

The post holder will be expected to provide telephone IT support service, processing incoming emails, portal requests, log service desk calls to meet incident management standard, provide telephone service in a professional manner; achieve first line call resolution to a 70% level. You should be able to apply your technical knowledge to carry out troubleshooting and apply fix or elevate to 2nd and 3rd line ICT support team where required.

The role requires someone who has excellent communication skills, broad knowledge of desktop support, multitasking skills, and the ability to take own initiative to priorities their workloads. It is desired that applicant have previous experience working in an ICT support environment, have excellent technical trouble shooting abilities and have a good understanding of ITIL incident management framework.

The post holder will work closely with the 2nd and 3rd line ICT support teams. It is essential that you are an excellent team player but can also work independently under the guidance of the ICT Service Desk Team Leader.

Excellent communication skills are paramount as is the ability to assist ICT users in various technologies, which are deployed within the Service.

The post requires education to diploma level, preferably in the ICT field or an equivalent level of knowledge. Good knowledge of Microsoft 365 is preferred.

The hours of work will be 36 hours per week over the below period;

Monday to Friday: 07:00 - 15:00 /08:00 - 16:00 rotating weekly.

The base location will be at either Norseman House, South Queensferry or at our Paisley DHQ.

If you do not hear from this department within four weeks of the closing date, then please consider your application, on this occasion, unsuccessful.

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 websitehere.

Please note that SAS is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.

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.