About the Organisation

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.

We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.

The Role

• The IT Servicedesk Officer’s role within IT Infrastructure is to ensure end users can resume business and clinical tasks after reporting IT faults with the IT service.
• This includes receiving, prioritizing, documenting, troubleshooting and actively resolving IT Servicedesk incidents where faults can include hardware or specific application system faults.
• The IT Servicedesk will also be required to follow the same process for new service requests that are made where a staff member requires additional access to a system.

In this key role, you will:

• Field incoming IT help requests from end users via a web based call logging system and by telephone in a prompt and courteous manner with the view to resolving the issue using 1st line support troubleshooting and problem solving techniques.
• Take calls through the relevant problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and if required pass call on to the relevant 2nd line support team if unable to resolve the issue.
• First level remote support provision and resolution for all IT users.
• Use sanctioned software deployment process to install software remotely.

What You'll Bring

The post requires an individual who can demonstrate a basic level of knowledge and experience of the following;-

• Microsoft Windows desktop Operating systems
• Microsoft Office Applications
• TCP/IP Networking
• Reasonable typing skills
• Working knowledge of a range of remote fault resolution solutions
• Active Directory

The post requires an individual who can demonstrate the following skills;-

1. Planning and organisation

• Ability to prioritise workloads effectively
• Strong organisational skills

2. Communication

• Proven skills of empathy with staff
• Strong communication and inter-personal skills
• Strong documentation skills
• Ability to absorb and retain information quickly
• Ability to communicate technical solutions in a user-friendly language to non-technical staff
• Excellent customer service orientation

3. Teamwork

• Demonstrate ability to work effectively in a team environment

A driving licence is required, this must be a full UK/EU/EEA licence.

From 1 April 2026, the Agenda for Change full-time working week will reduce from 37 hours to 36 hours. Part-time working hours will be reduced on a pro-rata basis. A corresponding increase in the hourly rate will apply, ensuring that overall pay remains unchanged.

What we Offer

As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:

• 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
• Paid sick leave increasing with length of service
• NHS discounts and more

NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent—regardless of race, disability, gender, sexual orientation, or care experience* or any other dimension that can be used to differentiate people from one another.

*Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children’s settings.

For informal discussion, please contact Ania Wawryk, eHealth Service Desk Team Leader via Ania.Wawryk@lanarkshire.scot.nhs.uk

If you have any questions about the recruitment process or require support with your application, contact Nicole Hetherington, Recruitment Administrator on nicole.hetherington@lanarkshire.scot.nhs.uk (Please remember to include the job title and reference number in your email)

Interested?

Full details about the role are provided in the attached Job Description and Person Specification.

Please review our Application Guidance which explain key information including closing dates, amendments, right‑to‑work requirements, sponsorship eligibility and important points to be aware of before submitting your application

You can also learn more about working with NHS Lanarkshire by viewing our Information Pack

Unless otherwise stated, the deadline for applications is 23:59 hours on the closing date. Please note, CVs will not be accepted.