Service Desk Analyst

NHS Highland has a requirement for a Service Desk Analyst within its eHealth Department. The post holder will be expected to:

• Answer Service Desk calls and record them on the NHS Highland’s Service Desk application to ensure end users can resume business and clinical tasks after reporting faults to eHealth. The Service Desk receives calls via telephone, email, portal and web form.

• Provide first line support call logging, diagnostic and remote resolution for calls placed on the Service Desk. This includes receiving, prioritising, documenting, and actively resolving eHealth requests. Where first line support is not possible the Service Desk Analyst will divert the call to the appropriate support organisation on the Service Desk application. This may be in-house or to an external supplier.

• Perform daily tasks, backup and report checks to ensure eHealth systems are monitored to ensure uptime is maintained. Where necessary, carry out preventative measures and pass any problems that cannot be resolved to the appropriate support organisation.

• Be a focal point for customers of eHealth services regarding problems and requests for new work. The services provided by the post holder have a direct and immediate impact on continuity of patient care.

• Positively contribute to the development and evolution of the team by proactively looking for improvement opportunities and collaborating with other eHealth teams.

The post holder must have excellent interpersonal and communication skills and must be able to demonstrate a positive and enthusiastic attitude to customer care along with a professional mindset.

This role does not meet the eligibility criteria for a Skilled Worker visa or a Health and Care Worker visa. NHS Highland is unable to provide candidates with a Certificate of Sponsorship (CoS).

Informal enquiries should be made to Marc Caldwell, eHealth Service Desk Team Lead; tel:07456 671996; email:marc.caldwell@nhs.scot.

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.