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 NHS Highland’s Service Desk application to ensure end users can resume business and clinical tasks after reporting faults with eHealth.  The Service Desk receives calls via telephone, email, portal and web form.
• Provide a first line support call logging, diagnostic and remote first level support resolution to service 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 with regard to problems and requests for new work.  The services provided by the post holder have a direct and immediate impact on continuity of patient care.

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

​​​​​​​Remote working to undertake this role would be considered.

Informal enquiries should be made to Marc Caldwell, Service Desk Team Leader, by telephone to 07812 468198 or by email to marc.caldwell@nhs.scot.

Please quote reference Post392 in the subject line of your email.

​​​​​​ADDITIONAL INFORMATION FOR CANDIDATES

• You should apply for this post by completing the application process on Jobtrain.
• DO NOT upload a CV as this will not be used for short listing purposes
• Posts close at midnight on the indicated date
• For help to complete an application on Job Train please follow this link: https://www.careers.nhs.scot/how-to-apply/application-process/
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NHS Highland is geographically the largest of the 14 regional boards of NHS Scotland, covering an area of 12,500 square miles, across Highland and Argyll & Bute.

As a board we strive to ensure the environment is conducive to nurturing a positive culture, supported and delivered through our NHS and Social Care values.

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Care and compassion	Dignity and respect	Openness, honesty and responsibility	Quality and teamwork