161817 eHealth Desktop Support Officer (SNIS)

Job Title:

NHS Lothian, Digital & IT, Desktop Support Officer (Service Desk)

Vacancy Details:

Grade: Band 4

Contract: Permanent

Hours: 37.5 hours per week, working a mix of shifts across Monday to Friday, with flexibility between the hours of 8am and 5pm.

Location: Based at St John’s Hospital, Livingston though may have Lothian-wide opportunities.

Salary: £27,598 to £30,019 per annum. Placement on salary scale is dependent on confirmation of previous relevant NHS service.

Key requirements:

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-centred 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 centre 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

Further information:

Informal enquires to:

Stephen Gnarra, Digital and IT Service Desk Team Leader

stephen.gnarra@nhslothian.scot.nhs.uk

Or

Paul Turner, Digital & IT Customer Support Manager
paul.turner@nhslothian.scot.nhs.uk

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