Service Desk Coordinator

NHS National Services Scotland; United Kingdom; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

An established public organization is seeking a Service Desk Coordinator to enhance their ICT service management. This dynamic role involves managing incident and service requests, troubleshooting technical issues, and proposing improvements to processes. Ideal candidates will possess advanced IT skills and experience in an administrative role, particularly within healthcare. With a supportive environment and a comprehensive benefits package, this position offers the opportunity to make a significant impact in a vital public service. Join a team dedicated to delivering exceptional health advice and support to the community.

Benefits

Annual Leave

Development Opportunities

Pension Scheme

NHS Discounts

Employee Support Programs

Qualifications

• Experience in an administrative role, preferably in healthcare.
• Advanced IT skills, especially in MS Office.
• Experience in inputting information into databases.

Responsibilities

• Processing incident and service requests via self-service portal, email, or phone.
• Managing communication within the ICT Service Desk team.
• Proposing and implementing process improvements to the ICT Service Desk.

Skills

IT Support

Customer Service

Database Management

MS Office

Education

Administrative Experience

Healthcare Experience

Job description

Service Desk Coordinator – Temporary 7 months

Are you skilled in managing incident and service requests with a focus on delivering customer service?

Do you thrive in dynamic environments where your advanced IT skills can make a significant impact?
Are you driven by the opportunity to propose and implement improvements in technical service management processes?

Who We Are

As NHS Scotland's provider of a national tele-health and tele-care service, we deliver health advice and information by telephone and online to the population of Scotland 24/7. NHS 24 offers triage, advice, guidance, referral, and information on health and healthcare services.

We have six regional centres: Aberdeen, Dundee, South Queensferry, Hillington, Cardonald, and Clydebank. NHS 24 supports hybrid working, and this role can be based at any regional centre. The successful candidate must be within commuting distance and able to travel for meetings, training, and other activities.

The Role

NHS 24 ICT is responsible for delivering and supporting technology systems across the organisation, some integrating with national systems. The Service Desk Coordinator resolves staff and customer technical issues by troubleshooting hardware and software problems.

Hours: 24 hours

Shift pattern: 19:45 to 08:15 Nightshift on weekends (Sat/Sun)

Key Responsibilities

• Processing incident and service requests via self-service portal, email, or phone
• Managing communication within the ICT Service Desk team and attending meetings as support
• Developing and ensuring procedures for effective management of service information
• Proposing and implementing process improvements to the ICT Service Desk
• Organising meetings, recording minutes, and tracking follow-up actions
• Designing, developing, and maintaining databases and plans for accurate information sharing
• Other duties as detailed in the Job Pack

Successful Applicant Will:

• Have experience in an administrative role, preferably in healthcare
• Demonstrate advanced IT skills, especially in MS Office
• Be experienced in inputting information into databases
• Work autonomously or as part of a team, contributing to departmental goals

Benefits

NHS 24 offers a comprehensive benefits package, including a temporary Band 3 salary of £26,869 – £28,998 per annum (pro-rata). Additional benefits include annual leave, development opportunities, pension scheme, NHS discounts, and employee support programs.

This role is ideal for motivated individuals seeking a challenging and rewarding position within a public organization.

Interested?

Download the Job Pack and Person Specification for full details, and the Candidate Application Guide to support your application. We recommend reading all provided information to ensure a successful application.

Our mission is to create an inclusive workplace where everyone feels valued. We promote diversity and are committed to equality and anti-racism initiatives. NHS 24 is an equal opportunities employer and guarantees interviews to disabled applicants meeting minimum criteria. We also verify work permissions in the UK and do not sponsor visas.