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NHS Ayrshire & Arran · 13 hours ago

Senior Analyst – IT Service Desk

Location, WV

Full-time

Hybrid

Senior Level

NHS Education for Scotland (NES) is a national health board focused on workforce development and education across the health and social care system. The Senior Analyst for the IT Service Desk will provide user support services, investigate enquiries, and assist staff with technical issues while contributing to the analysis and evaluation of systems to improve service delivery.

Health CareHospital

Responsibilities

Provides technical, software and user support, discussing issues that may often be complicated. Where relevant this would include the installation, repair and maintenance of IM&T equipment

Interpret technical symptoms, recognise trends, and develop standard corrective policies and procedures

Liaise with more senior managers and stakeholders to understand the information management input required for projects and developments and communicate progress as well as any constraints or problems

Contribute to business analysis and requirements specifications, to define how systems should be designed and how information and learning resources should be described and organised within those systems to support the needs of the health and social care workforce

Responsible for equipment testing

Identifying problems where system interactions make identification of the fault difficult to track

Contribute to the evaluation of systems, including usability analysis

Contribute to analysis and evaluation of user feedback, usage statistics, and usability exercises to define gaps and issues and define improvements or new solutions

Provide specialist IT customer support to all NES employees

Contributes to, implements and maintains Standard Operating Procedures for IT Technicians and the wider NES staff

Ensures changes to operational systems are made using formal change control procedures and design and system documentation, both electronic and paper, are maintained

Proactively identify the ongoing information and training requirements of system users

Adapt, design, construct and maintain in-house and external information resources and systems to support NES and stakeholders

Development and delivery of training associated to relevant area of expertise

Involvement in IT ordering – generating quotes/ approvals/ purchase orders via the NHS procurement system

Supervisory and management skills / experience including coaching and/or mentoring of team members

Qualification

Technical supportAnalytical skillsCustomer serviceMS TeamsSharePointOffice suiteEntraIDIntuneCoaching skillsCommunication skillsProblem-solvingTime management

Required

Eligibility and entitlement to work in the UK which is required to be maintained throughout your period of employment

Ability to work with minimal supervision; to plan and prioritise own workloads and to meet deadlines

Ability to meet the travel requirements of the post

Ability to work on own initiative, to organise and prioritise own workloads, to meet strict deadlines

Preferred

Experience of working within a fast-paced customer service environment

Confident in facilitating conversations to understand requirements and to explore technology options

Considerable experience using a variety of technologies and software e.g., MS Teams, SharePoint, Office suite, EntraID, Intune, etc

Strong analytical and troubleshooting skills

Proven customer service skills with a helpful, pro-active, and flexible attitude

Ability to proactively manage and action a broad range of complex enquiries; including delegation/ allocation of work and ensuring follow up action is taken

Demonstrate honesty, integrity, care and compassion when dealing with others, utilising tact and persuasion skills when necessary