2 x DLI Helpdesk Agent

NHS Ayrshire & Arran; West Virginia; Hybrid; USD 31,000 - 40,000; Full time

Benefits offered by this job

Life-work balance

NHS pension scheme

Annual salary progression

Annual leave 27 days + 8 public hols

NHS discounts

Job summary

PSD Scotland, part of NHS Scotland, is seeking two DLI Helpdesk Agents to deliver high-quality user and technical support for the Turas platform. The role emphasizes excellent customer service, problem-solving, and clear communication in a fast-paced health and social care environment.

The positions are fixed-term or secondment until 31 March 2028, with remote-friendly and hybrid working arrangements across Scotland.

Qualifications

• Experience in a busy customer service environment.
• Ability to diagnose and resolve user issues with minimal supervision.
• Strong communication skills, both verbal and written.

Responsibilities

• Provide user and technical support for the Turas platform to health and social care professionals and the public.
• Deliver excellent customer service and resolve issues to final satisfaction, within agreed SLAs.

Skills

Fast-paced service

Problem solving

Attention to detail

Clear communication

Integrity and empathy

Initiative and self-management

Job description

On 1 April 2026, NSS and NES became one national organisation, focused on continuity today and a stronger, more connected service for tomorrow.

As part of this transformation, NHS National Services Scotland (NSS) and NHS Education for Scotland (NES) have joined to form a new organisation: Public Services Delivery Scotland (PSD Scotland). This new organisation will play a pivotal role in supporting the renewal and ensuring the long-term sustainability of health and care services across Scotland.

Flexible Location:

PSD Scotland is a remote-friendly employer with staff based throughout Scotland. We support office-based and hybrid working arrangements. We welcome conversations about alternative working patterns—please get in touch during the application process to discuss.

Work Pattern:

Fixed Term, Full Time, 36 hours per week

Fixed-term or Secondment** until 31st March 2028

• For NHS applicants, an NHS secondment will be offered in the first instance. For non-NHS applicants, a fixed-term or secondment would be considered.

You must have eligibility and entitlement to work in the UK which is required to be maintained throughout your period of employment.

Who We Are

PSD Scotland unites expertise from NES and NSS in a way that will allow us to accelerate national programmes to support the NHS to deliver better care, now and in the future.

We support staff with education and training, provide the tools and data that improve services, and run vital national functions such as procurement, logistics and blood, tissue and cell services.

PSD Scotland Technology Service has created a strategic programme for the transformation of digital based services to allow PSD Scotland Technology Service to become a leading digital organisation in Scottish Health, digital by default and fully aligned with the Scottish Government’s technology strategies.

Our Technology

We are in the business of providing safe, secure and innovative technology products and services that aim to improve outcomes across education, training, workforce, health and care in the public sector in Scotland. Using modern cloud-based technology we deliver sustainable products and services for the future.

The Opportunity

We are looking for two DLI Helpdesk Agents to join our small, but highly talented and growing team to provide excellent customer service and technical support to both internal and external service users in health and social care.

Do you want to provide technical support in health and social care? Do you want to provide excellent customer service to health and social care staff? Do you want to improve your technical skills? Do you enjoy working at pace and being adaptive to an ever-changing environment? Do you enjoy problem solving and collaborating with others?

Working within the User support team you will have the opportunity to provide user and technical support for the Turas platform that will directly inform the development and delivery of digital services for health and care professionals, and the general public.

Does this sound like you?

What We Love To See

• Experience of working in a fact paced customer service environment with excellent communication skills
• A good approach to problem solving with a strong desire to resolve any customer issues to the satisfaction of the end user
• A keen eye for detail
• Highly effective communicator knowing how to make technical information and language understandable for a wide range of internal and external stakeholders (both verbally and in writing).
• Demonstrate honesty, integrity, care and compassion when dealing with others, utilising tact and persuasion skills when necessary
• Ability to work on own initiative, to organise and prioritise own workloads, to meet strict deadlines

Benefits Which Matter

• Life-work balance - with opportunities for flexible working and hybrid working
• Generous NHS pension scheme
• Annual incremental salary progression (up to the maximum of the salary band) plus annual NHS salary scale review
• Annual Leave - 27 Days increasing in line with service plus 8 days public holiday
• NHS discounts and more

Diversity and Inclusion

Developing a successful national service for Scotland means considering the diverse needs, perspectives, and backgrounds of everyone in Scotland. We are focused on hiring the very best talent and actively encourage applications from candidates of all backgrounds. Our aim to ensure that everyone is treated fairly, with respect, and has a positive recruitment experience—regardless of the outcome.

We welcome applications from all under-represented groups, including racially minoritised people and disabled people. It is not essential to be in DLI Helpdesk Agent role right now—you may be returning from a career break (e.g., maternity, paternity, caring) or coming from another field. Your experiences can bring a fresh perspective to our work.

Eligibility and Entitlement to Work

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards willcheck 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.

For specific types of post, if you do not have the necessary eligibility to work in the UK, it might be possible (though not guaranteed) to secure sponsorship via a UK Skilled Worker/Health & Care Worker Visa. However, this is only possible if the employer is a licenced Sponsor, and if the post does not fall below the current minimum salary threshold or ‘going rate’. Further information on these criteria can be foundhere.

Please be advised that if you are successful in being offered the role following the recruitment process, you will be expected to attend the office prior to your start date to complete face-to-face pre-employment checks. If you require any adjustments to support this, please let us know.

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.