IT Service Desk Officer
The IT Service Desk Officer’s role within IT Infrastructure is to ensure that end users can resume business and clinical tasks after reporting IT faults. This includes receiving, prioritising, documenting, troubleshooting and actively resolving incidents involving hardware or application system faults. The Officer also follows the same process for new service requests, such as additional system access for staff.
Problem resolution uses diagnostic and help‑request tracking tools, remote first‑level support, and escalation of any information governance or security breaches to the appropriate person. The Officer creates and maintains NHS Lanarkshire accounts within Active Directory and assigns the required security permissions.
Responsibilities
* Receive, prioritise, document and resolve IT Service Desk incidents.
* Provide remote first‑level support to service users across NHS Lanarkshire.
* Create and maintain user accounts in Active Directory.
* Escalate information governance or security breaches appropriately.
* Work within the IT Service Desk Team under the Team Leader.
* Maintain continuity of patient care by ensuring timely resolution of IT issues.
Basic Qualifications
* HNC level education in a relevant IT discipline.
* Previous experience in an IT Helpdesk role within an Information Technology Department.
* Knowledge of Microsoft Windows desktop operating systems, Microsoft Office applications and TCP/IP networking.
* Reasonable typing skills and working knowledge of remote fault‑resolution solutions.
* Active Directory experience.
* Valid UK driving licence with access to a car for short business journeys between main NHS Lanarkshire sites.
Required Skills
* Planning and organisation with an ability to prioritise workloads effectively.
* Strong communication and interpersonal skills, including empathy with staff.
* Strong documentation skills and the ability to absorb and retain information quickly.
* Ability to communicate technical solutions in user‑friendly language to non‑technical staff.
* Excellent customer service orientation and teamwork.
* Drive a full UK/EU/EEA licence where a driving licence is required.
Desirable (Optional) Proficiencies
* Support for TCP/IP networks and Microsoft Windows XP to Windows 10.
* Teamworking under pressure and fixed time scales.
* Experience ensuring Service Desk calls are resolved within defined service level agreements.
Contract Type
* Permanent, Full time, 37 hours per week.
Location and Working Pattern
* Based in Digital within Kirklands – NHS Lanarkshire Headquarters.
* Shift work between 8 am and 6 pm; occasional overtime and weekends.
Benefits
* Minimum of 27 days annual leave, increasing with length of service.
* Minimum of 8 days public holidays.
* Membership of the NHS Pension Scheme with life insurance benefits.
* Paid sick leave increasing with length of service.
* Occupational health services.
* Employee counselling services.
* Work‑life balance policies and procedures.
Contact & Application
For enquiries regarding the application form or recruitment process, please contact Heather Lamont, Recruitment Administrator: heather.lamont@lanarkshire.scot.nhs.uk.
For questions about the role, contact Ania Wawryk, eHealth Service Desk Team Leader: Ania.Wawryk@lanarkshire.scot.nhs.uk.
When emailing, please include the job title and reference number.
Equal Opportunities
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.
Applicants should provide original and authentic responses to all questions within the application form. The use of artificial intelligence or other third‑party assistance to generate, draft, or significantly modify responses is strongly discouraged. Failure to comply may result in the application being withdrawn.
Right to Work
All prospective employees must have the right to work in the UK. NHS Lanarkshire is required to check entitlement to work for all applicants. Band 1 and Band 2 posts are not eligible for sponsorship through the Skilled Worker route.
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