Service Support Administrator

NHS 24
11 Jan 2018
16 Feb 2018
Contract Type
Full Time
Job Title: Service Support Administrator

Location: Cardonald

Salary Band: 3 £17,760 (pro rata for part time hours worked plus salary enhancements for working in the Out of Hours Period)

Hours: 2 x 37.5 hours

Duration: Permanent

Job Reference No: 17/153

NHS 24 is a national service providing tele-health care to the people of Scotland 24/7, 365 days of the year. Working from 4 main contact centres' and several smaller regional sites the service handles approx 1.5 million calls per annum.

We are looking to recruit two Service Support Team Administrators to work from our Cardonald Contact Centre. The successful candidates will work in partnership with all contact centre staff and will report directly to the Service Support Manager.

The Service Support Team is relied upon to provide a wide variety of support. This includes Administration, first line Technology and system support, Facilities and Health & Safety. Experience in each of these areas is essential which the applicant must be able to demonstrate. The applicants should be strong team players with experience of working in a busy and fast moving environment.

The ideal post holders will take forward a number of key areas of responsibility, including the following areas:

• Accurate logging of technical systems faults via BT Helpdesk and NHS 24 Internal fault database. Ensuring all faults are processed and followed through to completion. Escalating to appropriate parties and senior management teams when necessary.

• Daily management of any issues with local sites including general Facilities, Health and Safety and technical faults.

• Management of various operational databases such as Call Review input, utilising Microsoft Excel, on behalf of frontline clinical team leaders, starters, leavers and team changes. This is used to ensure all systems and logs are updated with the correct information.

• Responsibility to create, modify access permissions, disabling ID Badges in line with internal security procedures.

• Daily Housekeeping checks extending to include proactive equipment checks

• General procurement using NHS 24 purchase ordering system (PECOS)

• The requirement to assist with reception cover.

To be successful in this role applicants must be able to demonstrate the following essential criteria within their application:

• General Administration Experience

• Experience in a customer focused / related environment

• Experience of using office software packages including excel, power point, Microsoft Word

• Experience of working in or with an ‘in house’ fault desk department

• Facilities, Health and Safety awareness

• Good Analytical skills, number and literate

In addition it would be desirable (but not essential) for the post holder to be able to demonstrate the following in their application:

• Experience in NHS or Public Sector

• Knowledge of patient focused environment

• Experience of working within a contact centre environment

SST provides cover 7 days of the week (typically) from 08:00 – 20:00. Working 5 days out of the 7.

Values (20/20 Workforce Vision)

The 2020 Workforce Vision "Everyone Matters" was launched in June 2013. The Workforce Vision captures the core values of NHS Scotland which are:

• care and compassion

• dignity and respect

• openness, honesty and responsibility

• quality and teamwork.

These values are reflected in everything we do and will be reflected throughout your recruitment journey. For more information on please visit /