Service Desk Analyst - IT Support Specialist

NHS National Services Scotland; South Queensferry, Paisley; On-site; GBP 23,000 - 29,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Excellent communication

ITIL knowledge

Team player

Troubleshooting

Education

Diploma level in ICT or equivalent

Tools

Microsoft 365

Job description

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.