Service Desk Analyst — Patient-Centric IT Support

NHS Scotland; Inverness; On-site; GBP 23,000 - 28,000; Full time

Job summary

NHS Highland is seeking a Service Desk Analyst within its eHealth department to provide first line support and ensure uptime for users across the NHS Highland estate. You will respond to calls from multiple channels, log incidents, diagnose issues and coordinate rapid resolution to restore clinical and administrative services.

The role emphasizes customer care, clear communication and proactive problem solving, contributing to service improvements and the stability of essential NHS systems.

Qualifications

• Excellent interpersonal and communication skills.
• Ability to log, prioritise and resolve Service Desk requests across multiple channels (phone, email, portal).

Responsibilities

• Answer Service Desk calls and log incidents in the Service Desk application.
• Provide first line support with diagnostic and remote resolution, and triage to appropriate teams when needed.
• Perform daily tasks, backups and checks to monitor uptime and pass unresolved issues to the right support group.
• Be a focal point for eHealth customers regarding problems and requests, ensuring continuity of patient care.
• Contribute to team improvement opportunities and collaborate with other eHealth teams.

Skills

Interpersonal communication skills

Job description

NHS Highland is seeking a Service Desk Analyst within its eHealth department to provide first line support and ensure uptime for users across the NHS Highland estate. You will respond to calls from multiple channels, log incidents, diagnose issues and coordinate rapid resolution to restore clinical and administrative services.

The role emphasizes customer care, clear communication and proactive problem solving, contributing to service improvements and the stability of essential NHS systems.