137337 - eHealth Desktop Support Officer Livingston, Scotland
Job description
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.
**Please note: we anticipate a high level of interest in this position and may close the vacancy early once a sufficient amount of applications are received. Therefore, please make sure you complete and submit your application at an early stage**
NHS Lothian, Digital & IT, Desktop Support Officer (Service Desk)
Grade: Band 4
Contract: Permanent
Hours: 37.5 hours per week, working a mix of shifts across Monday to Friday, with flexibility between 8am - 5pm.
Location: Based at St John’s Hospital, Livingston though may have Lothian-wide opportunities.
Salary: £25,914 - £28,187 per annum
This is an excellent opportunity to work as part of a dedicated IT support team, providing exceptional support to all staff in the use of IT services across NHS Lothian and supported services, helping to underpin our ability to support patient-centered care across the Lothian region.
The Digital & IT Desktop Support Officer (Service Desk) is a key role, tasked with supporting services through a combination of telephone and self-service. You’ll ensure we provide the best possible service of a broad range of issue resolution of software and hardware. The service desk is the single point of contact for issues, queries and requests related to our IT solutions and you will help ensure those issues are resolved effectively and efficiently.
Although a technical role, excellent customer service is at the center of what we do. You will ensure that all who contact our service desk receive the best possible experience, understanding the impact of the issue on their role and on the daily operations of NHS Lothian and the supported services we provide.
Key Responsibilities
- Work as part of the Digital and IT Service Desk to ensure a consistent, high-quality service is delivered
- Provide technical remote support for hardware and software in use by over 30’000 members of staff
- First point of contact for a number of key IT services used across NHS Lothian working in line with SLA’s
- Assist in the continuous improvement of IT processes, procedures and knowledgebase
About You
- Strong customer service skills, excellent organisational skills, with the ability work in a wide range of issues
- Sound understanding of IT technical support including Microsoft 365, Active Directory and Azure
- Understand IT operational support frameworks including incident management and service level agreements
- Be positive, empathetic, enthusiastic and confident to represent the Digital and IT Service Desk and NHS Lothian Values
Benefits: As an NHS Lothian employee, you will be entitled to:
- 35 days leave (rising to 41) pro-rata
- enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
- NHS discounts on goods and services
Before applying applicants should ensure they meet the essential criteria in the Job Specification document
Informal enquires to:
Stephen Gnarra, Digital and IT Service Desk Team Leader OR Paul Turner, Digital & IT Customer Support Manager
