The Role The IT Service desk 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 Service desk incidents where faults can include hardware or specific application system faults. The IT Service desk 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. Problem resolution will involve the use of diagnostic and help request tracking tools, as well as the requirement for the post holder to perform remote first level support resolution to service users within NHSL. There is a responsibility on the post holder to escalate any Information Governance or security breaches that are found to the appropriate person if deemed necessary. The IT Service desk Officer will be required to create and maintain NHSL accounts within the Active Directory system and also provide the required security permission for each account. The post holder reports directly to the IT Service desk Team Leader. The services provided by the post holder have a direct and immediate impact on continuity of patient care. NHS Lanarkshire Have you always wanted to work with NHS Lanarkshire? Then this might be the opportunity for you to join Team Lanarkshire! 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. What we'll need you to bring The post holder will be educated to HNC level in a relevant IT discipline and experience in an IT Helpdesk role within an Information Technology Department. 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;- Planning and organisation Ability to prioritise workloads effectively Strong organisational skills 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 Teamwork Demonstrate ability to work effectively in a team environment The post holder must have a current unendorsed UK driving licence with access to own car for short business journeys between main NHSL sites. Please note for all vacancies where a driving licence is required this must be a full UK/EU/EEA licence. It would be great if you also have Proven track record in the support of TCP/IP networks and MS Windows XP to windows 10, Working knowledge of Microsoft Active Directory Ability to work in a team as well as on own initiative to achieve targets set by the IT Service Desk or IT Management Ability to work under pressure and to fixed time scales Excellent communication and inter-personal skills Ability to consistently ensure IT Service Desk calls are resolved within fixed service level agreements Contract type Permanent Full time 37 hours Location and Working Pattern This role will be based in Digital within Kirklands - NHSL Headquarters. Shift work between 8am and 6pm. Overtime may occasionally be required out of normal hours and at weekends Whilst this advertisement may be for a specific post(s) in a particular location, applicants who are shortlisted for interview may be considered for similar vacancies in alternative locations. Looking to find out more? If you’re looking to find out more, then we would love to hear from you! Please contact Ania Wawryk, eHealth Service Desk Team Leader on Ania.Wawryk@lanarkshire.scot.nhs.uk For enquiries regarding the application form or recruitment process, please contact Heather Lamont, Recruitment Administrator on heather.lamont@lanarkshire.scot.nhs.uk (Please remember to include the job title and reference number in your email) Why NHS Lanarkshire? Join us and you will discover a supportive environment where you will have the chance to add to your skills and further your career. Some of NHS Lanarkshire’s benefits include: A minimum of 27 days annual leave increasing with length of service A minimum of 8 days of public holidays Membership of NHS Pension Scheme, with life insurance benefits (for more information on the NHS Pension Scheme visit the Scottish Public Pension ) Paid sick leave increasing with length of service Occupational health services Employee counselling services Work-life Balance policies and procedures NHS Lanarkshire have a range of support services on topics that can impact both on your working and personal life including occupational health, spiritual care and independent counselling. This support can be accessed using the links on this page. Further Information For more information on the role, please refer to the Job Description. If you’re looking for more information on the recruitment process, organisation or the services we provide, please refer to our information pack, or our recruitment webpage. Additional Information for Applicants Posts close at midnight on the indicated date. However, if there are a high level of interest in this position, we may close the advert once sufficient applications are received. Please complete and submit your application early. For help to complete an application on Jobtrain please follow this link: https://www.careers.nhs.scot/how-to-apply/application-process/ Please check your e-mail regularly (including junk & spam folders) as well as your Jobtrain account for updates. We recommend using the Internet Browser "Google Chrome" or "Microsoft Edge" when using Jobtrain Once you have submitted your application form you will be unable to make any amendments 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. Candidates should provide original and authentic responses to all questions within the application form. The use of artificial intelligence (AI), automated tools, or other third-party assistance to generate, draft, or significantly modify responses is strongly discouraged. By submitting your application, you confirm that all answers are your own work, reflect your personal knowledge, skills and experience, and have not been solely produced or altered by AI or similar technologies. Failure to comply with this requirement may result in your application being withdrawn from the application process. Right to Work within the UK NHS Lanarkshire has a legal obligation to ensure that it does not employ any worker who has not been granted the relevant permission to work in the UK. We are required to check the entitlement to work in the UK of all prospective employees, regardless of nationality or job category. UK Visas & Immigration rules are available at www.bia.homeoffice.gov.uk. Prospective applicants are encouraged to check eligibility in advance of applying for vacancies in NHS Lanarkshire. Please note that all Band 1 and Band 2 posts are not eligible for sponsorship through the Skilled Worker route.