Service Desk Analyst - Frontline IT Support for Patient Care

NHS Highland; Inverness; On-site; GBP 21,000 - 27,000; Full time

Job summary

NHS Highland is seeking a Service Desk Analyst within its EHealth Department in Inverness. The role supports end users by logging and resolving incidents to ensure continuity of clinical tasks and services.

The post holder will handle calls via telephone, email, portal and web form, log, diagnose and resolve issues, and work with internal teams to improve service delivery while maintaining high standards of customer care.

Qualifications

• Excellent interpersonal and communication skills.
• Positive, enthusiastic attitude to customer care.
• Professional mindset with focus on service quality.

Responsibilities

• Answer Service Desk calls and log on NHS Highland's Service Desk application to resume business and clinical tasks after faults.
• Provide first-line support with logging, diagnostic and remote resolution for calls.
• Prioritise, document, and escalate requests as needed to ensure uptime; divert when necessary to appropriate support.
• Be a focal point for customers of eHealth services regarding problems and requests for new work; impact on patient care continuity.
• Collaborate with other eHealth teams to identify improvement opportunities.

Skills

Customer service

Communication

Telephone support

Service Desk software

Tools

Service Desk software

Job description

NHS Highland is seeking a Service Desk Analyst within its EHealth Department in Inverness. The role supports end users by logging and resolving incidents to ensure continuity of clinical tasks and services.

The post holder will handle calls via telephone, email, portal and web form, log, diagnose and resolve issues, and work with internal teams to improve service delivery while maintaining high standards of customer care.