IT Service Desk Analyst VR

NHS Ayrshire & Arran; Hospital; Hybrid; EUR 38,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

Flexible working

Family-friendly policies

Job summary

NHS Scotland is seeking an experienced First Line Support analyst to join the Digital and Information Service Desk, supporting around 10,000 computer users across NHS Fife, including GPs.

Hybrid working applies; based in Dunfermline with flexibility to work from home or other desks. You should have strong communication, knowledge of Microsoft products, and the ability to prioritise workload while passing more complex issues to second/third line teams.

Qualifications

• Experience in a First Line support role.
• Excellent communication and customer relationship skills.
• Knowledge of Microsoft products is advantageous.
• Ability to prioritise and manage own workload.

Responsibilities

• Provide first line support to NHS Fife users (approx. 10,000).
• Fix issues where possible or pass to second/third line with complete information.
• Handle calls via telephone or online portal and ensure accurate ticket details.
• Work in a hybrid environment from Dunfermline with flexibility to work from home or other sites.

Skills

First Line Support

Microsoft Office

Customer service

Problem solving

Tools

Microsoft Windows

Job description

We are looking an experienced individual to join our Digital and Information Service Desk team providing first line support to approximately 10,000 computer users across the NHS Fife, including GPs.

You will have excellent communication and customer relation skills together with the ability to identify PC and other Endpoint problems relayed to you by people with differing levels of technical understanding. You will have a sound, logical approach to problem solving as well as skills in prioritising and managing your own workload.

Calls will come by telephone or online portal, and you'll be expected to either fix first time or pass on accurate and complete information to second and third line teams.

Previous experience in a First Line support role would be a distinct advantage, as would knowledge of Microsoft products.

NHS Fife allows for a hybrid working practice and although based in Dunfermline, you will have considerable freedom to work from home or any other site with bookable desks.

For informal enquiries please contact [e-mail].

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.

It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsoredBEFORE submitting your application form.

We offer flexible working and family-friendly policies and fully support disabled candidates, and candidates with long-term conditions or who are neurodivergent by making reasonable adjustments to our recruitment policy and practices.

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.

AI tools like ChatGPT or Copilot can be great for planning and preparing your application - but your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It's fine to use AI for ideas or to check spelling and grammar, but don't let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you - not an AI tool.