IT Service Desk Analyst
SupportFinity™, Frankfort, KY, United States
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
The IT Servicedesk 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 Servicedesk incidents where faults can include hardware or specific application system faults.
The IT Servicedesk 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.
In This Key Role, You Will
Field incoming IT help requests from end users via a web based call logging system and by telephone in a prompt and courteous manner with the view to resolving the issue using 1st line support troubleshooting and problem solving techniques.
Take calls through the relevant problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and if required pass call on to the relevant 2nd line support team if unable to resolve the issue.
First level remote support provision and resolution for all IT users.
Use sanctioned software deployment process to install software remotely.
What You'll Bring 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 solutionsActive 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
A driving licence is required This must be a full UK/EU/EEA licence.
From 1 April 2026, the Agenda for Change full-time working week will reduce from 37 hours to 36 hours. Part-time working hours will be reduced on a pro‑rata basis. A corresponding increase in the hourly rate will apply, ensuring that overall pay remains unchanged.
What We Offer
Generous NHS pension scheme
Annual incremental salary progression (up to the maximum of the salary band) plus annual NHS salary scale review
Annual Leave – 27 Days increasing in line with service plus 8 days public holiday
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
Ania Wawryk , eHealth Service Desk Team Leader via
Ania.Wawryk@lanarkshire.scot.nhs.uk
If you have any questions about the recruitment process or require support with your application, contact
Nicole Hetherington , Recruitment Administrator on
nicole.hetherington@lanarkshire.scot.nhs.uk
(Please remember to include the job title and reference number in your email).
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, right‑to‑work 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.
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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
The IT Servicedesk 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 Servicedesk incidents where faults can include hardware or specific application system faults.
The IT Servicedesk 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.
In This Key Role, You Will
Field incoming IT help requests from end users via a web based call logging system and by telephone in a prompt and courteous manner with the view to resolving the issue using 1st line support troubleshooting and problem solving techniques.
Take calls through the relevant problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and if required pass call on to the relevant 2nd line support team if unable to resolve the issue.
First level remote support provision and resolution for all IT users.
Use sanctioned software deployment process to install software remotely.
What You'll Bring 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 solutionsActive 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
A driving licence is required This must be a full UK/EU/EEA licence.
From 1 April 2026, the Agenda for Change full-time working week will reduce from 37 hours to 36 hours. Part-time working hours will be reduced on a pro‑rata basis. A corresponding increase in the hourly rate will apply, ensuring that overall pay remains unchanged.
What We Offer
Generous NHS pension scheme
Annual incremental salary progression (up to the maximum of the salary band) plus annual NHS salary scale review
Annual Leave – 27 Days increasing in line with service plus 8 days public holiday
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
Ania Wawryk , eHealth Service Desk Team Leader via
Ania.Wawryk@lanarkshire.scot.nhs.uk
If you have any questions about the recruitment process or require support with your application, contact
Nicole Hetherington , Recruitment Administrator on
nicole.hetherington@lanarkshire.scot.nhs.uk
(Please remember to include the job title and reference number in your email).
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, right‑to‑work 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.
#J-18808-Ljbffr