Technician - Digital

NHS Education for Scotland
Edinburgh Technopole
11 Jan 2018
10 Feb 2018
Contract Type
Full Time
Agenda for Change Band 3; £17,760 to £20,727 per annum
Full Time; 37.5 hours per week
Fixed term/ secondment opportunity until 31 March 2019

Who We Are
NHS Education for Scotland (NES) is an education and training body and a special health board within NHS Scotland, with responsibility of developing and delivering education and training for the healthcare workforce in Scotland.

Full information on the recruiting department is available here.

What you'll do

The post holder will work as part of a team who have the responsibility to field and resolve all incoming tickets from our customers using our Turas and NES Portal systems in the first instance, with a desire to then support other systems such as NES SOAR and the Knowledge Network (this list is not exhaustive). The post holder will be responsible for identifying the nature of the request and either resolving it with the customer directly, or knowing where to escalate the ticket to.

Key Tasks

These will include but will not be limited to:
• Providing high quality first-line support and customer service to external customers via the
Service Desk system
• Ensure support tickets are handled professionally and in a timely manner
• Ensure tickets which cannot be handled by level 1 support are escalated appropriately to other internal support resources
• Liaising with development team, feeding back common customer issues and utilising solutions provided by them
• Populate the NES knowledgebase with all solutions, how-tos and procedures for use by both
internal support agents and external customers.
What you'll bring

These will include but are not restricted to;

• Experience in providing high quality customer service
• Basic IT Training such as ECDL/NVQ or equivalent.
• Ability to work autonomously within a complex and dynamically changing team
• Experience of technical customer support
• Evidence of working in a high paced, deadline driven environment
• IT Literacy
• Experience in MS Office Packages

CLOSING DATE: 10 January 2018
INTERVIEW DATE: 19 January 2018

Unless otherwise stated the deadline for applications is 23:59 hours on the closing date.

Applicants who wish to apply on a secondment basis are strongly encouraged to discuss this with their current employer at the earliest opportunity.

Applications must be made online via our website:

CVs will not be accepted.