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ICT Service Desk Co-ordinator

Are you an experienced Service Desk Co-ordinator looking for a new opportunity?

Do you have experience of supporting customers or colleagues with technical issues within a large organisation?

Are you passionate about engaging with others and working as part of a team to achieve shared goals?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. NHS 24 supports hybrid working, and this post can be based within any NHS 24 regional centres. The successful candidate must be within commuting distance to a regional centre to attend if required and must also be able to travel to other regional centres when requested to attend meetings, undertake training and any other activities.

The Role

Working closely with the wider Technology Teams, expert user groups and suppliers, the ICT Service Desk Co-ordinator will co-ordinate and manage various aspects of the Service Management function and relationships with key suppliers, ensuring that high levels of accuracy are always maintained. The role will involve the administration of communications in and out of the ICT Service Desk team and will involve attendance at both internal and external meetings in the capacity of meeting support.

The successful candidate will act as the first contact within NHS 24 for Critical suppliers in the management of Request Fulfilment, Incident Management, Problem Management and Change Management.

Hours available are:

37 hours - Monday - Friday 16:00 - 00:00

37 hours - Monday - Friday 00:00 - 08:00

24 hours - Saturday & Sunday 08:00 - 20:00

24 hours - Saturday & Sunday 20:00 - 08:00

Key Responsibilities

• Processing incident and service requests initiated by customers using either the self-service portal, email, or telephone
• Monitor technology systems to identify any unexpected operation and anomalies
• Liaise with the wider Technology team understand the use of the various service information and reports
• Propose and implement changes to working administrative practices and procedures to the ICT Service Desk Manager highlighting potential changes/improvements to existing processes and procedures directly linked to technical service management/management information
• Manage your own day to day workload and priorities within the confines of any agreed work plan, but also remain flexible enough to respond to unexpected local and national concerns

Successful Applicant will:

• Have experience working within an administrative role, preferable within a health-related environment
• Demonstrate advanced IT skills, particularly in MS Office packages
• Be experienced in inputting information into a wide range of databases
• Ability to work autonomously or as a fully supportive and integrated team player contributing to effective performance in achieving strategic goals for the Department
• Possess the ability to work autonomously or as a fully supportive and integrated team player, contributing to effective performance in achieving strategic goals for the department

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 3 £26,869 - £28,998 Per Annum (pro rata for part time hours worked). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

Competitive salary enhancements for working unsocial hours are in addition to the above basic starting salary, this means that the following hourly rates would be applicable.

• Basic Hourly Rate of £13.92
• Saturday / After 8pm Weekday Hourly Rate of £20.89
• Sunday / Public Holiday Hourly Rate of £27.85

• Placement on salary scale is dependent on confirmation of previous relevant NHS service. NHS 24 shift patterns command an average uplift of 33% in addition to the basic salary shown. Dependent on individual shift patterns, this information is indicative only, and cannot be taken as guaranteed.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

For any informal chats, please contact Michelle Hill Technical Service Manager via michelle.hill@nhs24.scot.nhs.uk

Please download the Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Digital Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.