Service Support Administrator

NHS 24
11 Jan 2018
12 Feb 2018
Contract Type
Full Time
Job Title: Service Support Administrator
Location: Clyde Contact Centre, Clydebank
Salary Band: 3 £17,760 (pro rata for part time hours worked plus salary enhancements for working in the Out of Hours Period)
Hours: 37.5
Duration: Permanent
Job Reference No: 17/154

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 a Service Support Team Administrator to work from our Clyde Contact Centre. The successful candidate 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 applicant should be a strong team player with experience of working in a busy and fast moving environment.

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

• Accurate logging of technical system faults via BT service desk and NHS 24 Internal fault systems. Ensuring all issues are investigated, processed and followed through to resolution. Escalating to appropriate parties and senior management teams where necessary.

• Daily management of Facilities, Health and Safety and environmental concerns.

• Administration of various operational Databases, Spreadsheets, eMail boxes and other Microsoft Office Packages, These are used to ensure information systems are accurate and effective.

• Responsible for creating and modifying security access on staff ID Badges and disabling ID Badges in line with internal security procedures.

• Daily Housekeeping reviews extending to include proactive equipment checks

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

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 MS Office Software Packages including Excel, Access, Outlook PowerPoint and Microsoft Word

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

• Facilities, Health and Safety awareness

• Good Analytical, number and literate skills

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 a 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. There is room for variations in this work pattern.

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 /