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Service Desk Team Leader

NHS Scotland -
Bothwell

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Job details

£34,544 - £43,039 a year
16 hours ago

Benefits

Annual leave
Company pension
Sick pay

Qualifications

TCP
Windows
Microsoft Office
Continuous improvement
IT
TCP/IP
Information Technology

Full job description

About The Organisation

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.

The Role

Support the effective and efficient delivery of the Digital Service Desk function across NHS Lanarkshire.
Supervise Service Desk Analysts and ensure delivery of high-quality IT support aligned to agreed Service Level Agreements (SLAs).
Coordinate incident, request, and problem management activities to ensure timely resolution of end-user issues.
Act as a first-line escalation point for complex incidents while maintaining hands-on operational involvement.
Contribute to the continuous improvement of service desk processes and customer experience.

The working pattern for this role is 8am - 6pm.

In this key role, you will:

The Service Desk Supervisor is responsible for overseeing the day-to-day operation of the Service Desk, ensuring the efficient logging, prioritisation and resolution of incidents and service requests in line with agreed service levels.
The role provides supervision and support to Service Desk staff, acts as an escalation point for complex issues, and coordinates with technical teams to resolve faults impacting users.
In addition, the postholder promotes a high standard of customer service, monitors performance, supports service improvement activities, and ensures compliance with organisational policies and procedures to maintain reliable and effective IT support services.

What You'll Bring:

The post holder will be educated to or operating at degree level in a relevant IT discipline and have experience in a desktop related support role within an Information Technology Department. In addition, the post holder should preferably have additional technical training and certification in relevant technical skills and products.

The post holder should preferably have experience in a health service environment.& in a supervisory role i.e. supervising a team of junior staff.

The post requires an individual who can demonstrate a high level of technical knowledge in the following areas;

MS Windows Operating Systems.
MS TCP/IP networking protocols and management
MS Office
Desktop Management suites
PC hardware diagnostic tools

What we Offer

As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:

Annual Leave - 35 days including public holidays
Generous NHS pension scheme
Annual incremental salary progression
Paid sick leave increasing with length of service
NHS discounts and more.

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.

For informal discussion, please contact Nicola Farquharson, Infrastructure Team Leader (Service Desk) on [email protected]

If you have any questions about the recruitment process or require support with your application, contact Jessica Murphy, Recruitment Administrator on [email protected]

Interested?

Full details about the role are provided in the attached Job Description and Person Specification.

Please review our Application Guidance which explain key information including closing dates, amendments, righttowork requirements, sponsorship eligibility and important points to be aware of before submitting your application

You can also learn more about working with NHS Lanarkshire by viewing our Information Pack

Unless otherwise stated, the deadline for applications is 23:59 hours on the closing date. Please note, CVs will not be accepted.

Apply Now

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