Service Desk Coordinator
| Posting date: | 12 May 2025 |
|---|---|
| Salary: | £26,869 to £28,998 per year, pro rata |
| Hours: | Part time |
| Closing date: | 19 May 2025 |
| Location: | G51 |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | NHS 24 |
| Job type: | Contract |
| Job reference: |
Summary
Service Desk Coordinator – Temporary 7 months
Are you skilled in managing incident and service requests with a focus on delivering customer service?
Do you thrive in dynamic environments where your advanced IT skills can make a significant impact?
Are you driven by the opportunity to propose and implement improvements in technical service management processes?
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
NHS 24 Information Communications and Technology (IC&T) is responsible for delivering and supporting the technology systems used across the organisation, some of which integrate with national systems enabling NHS 24 to provide quality health advice and care across Scotland. The service desk coordinator is responsible for resolving staff and costumer technological questions that need technical support by troubleshooting network hardware and software problems.
Hours 24 hours.
Shift pattern: 19:45 to 08:15 Nightshift Weekend (Sat/Sun)
Key Responsibilities
Processing incident and service requests initiated by customers using either the self-service portal, email, or telephone
Administration of communication 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.
Develop and ensure procedures are in place for the accurate, effective and efficient management of the service management information.
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.
Preparing and co-ordinating meetings (internal and external), organising audio and visual requirements, recording, producing and distributing minutes and tracking follow-up actions to completion, to ensure the effective operation of these groups as required.
Competently design, develop and maintain adequate databases and plans using computerised systems in order to provide up to date, relevant and accurate information for all parties involved
Many other duties, please see the Job Pack for more information.
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 temporary contract on Band 3 £26,869 – £28,998 Per Annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service.
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?
Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity 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.
Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.
We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.
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.
Are you skilled in managing incident and service requests with a focus on delivering customer service?
Do you thrive in dynamic environments where your advanced IT skills can make a significant impact?
Are you driven by the opportunity to propose and implement improvements in technical service management processes?
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
NHS 24 Information Communications and Technology (IC&T) is responsible for delivering and supporting the technology systems used across the organisation, some of which integrate with national systems enabling NHS 24 to provide quality health advice and care across Scotland. The service desk coordinator is responsible for resolving staff and costumer technological questions that need technical support by troubleshooting network hardware and software problems.
Hours 24 hours.
Shift pattern: 19:45 to 08:15 Nightshift Weekend (Sat/Sun)
Key Responsibilities
Processing incident and service requests initiated by customers using either the self-service portal, email, or telephone
Administration of communication 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.
Develop and ensure procedures are in place for the accurate, effective and efficient management of the service management information.
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.
Preparing and co-ordinating meetings (internal and external), organising audio and visual requirements, recording, producing and distributing minutes and tracking follow-up actions to completion, to ensure the effective operation of these groups as required.
Competently design, develop and maintain adequate databases and plans using computerised systems in order to provide up to date, relevant and accurate information for all parties involved
Many other duties, please see the Job Pack for more information.
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 temporary contract on Band 3 £26,869 – £28,998 Per Annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service.
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?
Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity 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.
Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.
We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.
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.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.