Senior Analyst

Nhsscotland; Scotland; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A national health organization is seeking a Helpdesk Senior Analyst in Scotland. The successful candidate will deliver technical customer support to users in health and social care, focusing on service desk requests. This role involves high-level communication and problem-solving abilities, alongside technical skills, ensuring effective service delivery. The position offers flexibility in work arrangements and various benefits, including generous pension schemes and annual leave. This is an excellent opportunity for motivated individuals aiming to enhance healthcare services.

Benefits

Flexible working arrangements

NHS pension scheme

Annual leave and public holidays

NHS discounts

Qualifications

• Experience in a fast-paced customer service environment.
• Strong problem-solving skills and a desire to resolve customer issues.
• Ability to convey technical information simply to various stakeholders.

Responsibilities

• Provide excellent service and technical support in Health and Social Care.
• Act as an escalation point for technical requests.
• Contribute to the development and delivery of digital services.

Skills

Customer service experience

Problem solving skills

Attention to detail

Communication skills

Technical Service Desk experience

SQL proficiency

Job description

Flexible Location

NES is a remote-friendly employer with staff based throughout Scotland. We support office-based and hybrid working arrangements. We welcome conversations about alternative working patterns—please get in touch during the application process to discuss.

Work Pattern

Fixed Term, Full Time, 37 hours per week. As from 1/4/26, the Agenda for Change full‑time working week will be reducing from 37 to 36 hours per week. Part time hours will be reduced pro‑rata. However, there will be a corresponding increase in the hourly rate so that pay will not be affected.

Fixed‑Term or Secondment

Until 31 March 2027. For NHS applicants, an NHS secondment will be offered in the first instance. For non‑NHS applicants, a fixed‑term or secondment would be considered.

You must have eligibility and entitlement to work in the UK which is required to be maintained throughout your period of employment.

Who We Are

NHS Education for Scotland (NES) is the national health board with statutory responsibilities to effect sustainable change through workforce development, education and training across the health and social care system in Scotland, while working at UK level with partner organisations.

NES Technology Service (NTS) has created a strategic programme for the transformation of digital based services to allow NES to become a leading digital organisation in Scottish Health, digital by default and fully aligned with the Scottish Government’s technology strategies.

The Opportunity

We are looking for a Helpdesk Senior Analyst to join our small, but highly talented and growing team. This successful candidate will provide excellent customer service and technical support to both internal and external service users in Health and Social Care, primarily on the service desk. The Senior Analyst will play a key role as a technical escalation point within the Team, handling both L1 and L2 requests.

Key Responsibilities

Play a key role in providing excellent service and technical support in Health and Social Care. Provide general and technical support for colleagues and users of the Turas platform, NHS ePortfolios and the National Digital Platform. Act as an escalation point for L1 and L2 requests. Contribute to the development and delivery of digital services for health and care professionals and the general public.

What We Love To See

• Experience of working in a fast‑paced customer service environment with excellent communication skills.
• A good approach to problem solving with a strong desire to resolve any customer issues to the satisfaction of the end user.
• A keen eye for detail.
• Ability to quickly understand complex business processes.
• Experience of working on a Technical Service Desk.
• Highly effective communicator who can make technical information simple for a wide range of stakeholders.
• Use of SQL to assist with escalated matters within our Development Team.
• Demonstrate honesty, integrity, care and compassion when dealing with others, utilising tact and persuasion when necessary.
• Ability to work on own initiative, organise and prioritise workloads, and meet strict deadlines.

Benefits Which Matter

• Life‑work balance – opportunities for flexible and hybrid working.
• 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 public holidays.
• NHS discounts and more.

Diversity and Inclusion

Developing a successful national service for Scotland is impossible without ensuring we consider the diverse needs, perspectives and backgrounds of everyone in Scotland in our work. We are focused on hiring the best talent available for NES, and actively encourage applications from candidates of all backgrounds. We treat everyone fairly, with respect, and ensure a positive recruitment experience – regardless of the outcome.

It’s not essential to be in a Senior Analyst role right now. You may be returning from a career break or another field. Your experiences elsewhere can bring fresh perspective.

If you are considering applying and feel it would help to discuss this initially, please contact Sarah‑Jane Sivewright, Analyst Business Partner – sarah‑[e-mail].

Next Steps

NHS candidates will be considered firstly on a secondment basis and are strongly encouraged to discuss this with their current NHS employer at the earliest opportunity, ideally prior to application.

All applicants who are shortlisted for interview will be contacted by e‑mail.

‑Person or Online Interviews

Online interviews and a quick exercise or presentation will take place on 10 Feb 2025 and 11 Feb 2025. The background information for the exercise/presentation will be sent to candidates selected for interview.

Please refer to the Job Information Pack for further information.

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

Pre‑Employment Conditions

• Successful candidates will be expected to attend the office prior to their start date to complete face‑to‑face pre‑employment checks. Adjustments can be requested.
• To work in the United Kingdom, a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is granted by the UK Visa and Immigration Service.
• It is essential that you have already an appropriate right to work in the UK or that the post would be eligible to be sponsored before submitting your application form.

Contact

If you have any queries regarding the NHS Scotland National Recruitment Portal or the recruitment process, please contact our recruitment partners, the East Region Recruitment Service, at [e-mail].