IT service desk technician

IT Service Desk Technicians help to maintain equipment and ICT systems in NHSScotland. They provide front line support and advice to ICT service users, to resolve technical problems with hardware, software and networks at first contact.

Digital support teams are responsible for all the computers, digital devices and computer networks in the NHS. They install and maintain devices, such as desktop computers, laptops and smartphones.

IT Service Desk Technicians provide support to ICT service users who need help with their computer hardware or software. They are vital to the day to day running of the health service, as they ensure technologies are maintained and up to date.

In your work activities, you would be expected to:

  • assist in the maintenance of computer equipment
  • communicate with ICT service users to diagnose and fix problems
  • track and update help desk tickets and adhere to ITIL practices
  • set up video conferencing systems

Working as an IT Service Desk Technician, you could also be involved in the implementation and commissioning of new equipment in the NHS. This will include:

  • undertaking acceptance tests, installation, programme loading
  • commissioning of computer and data communications equipment
  • keeping records of work undertaken including entry of information into the computerised asset management system
  • participating in demonstrating the use of computer equipment to staff

Useful skills and abilities for this role include:

  • excellent technical skills
  • excellent attention to detail
  • the ability to investigate and diagnose software and hardware issues
  • the ability to concentrate
  • an analytical approach
  • good problem-solving skills
  • team working skills

Good knowledge of the Information Technology Infrastructure Library (ITIL) and Service Desk Institute (SDI) methodologies would be an advantage.

IT Service Desk Technicians should have a good standard of general education. This could include English, Maths and Computing Science or Administration and IT, at SQA National 4 or National 5.

Modern Apprenticeships are available in Information Security and IT & Telecommunications. They offer those aged over 16 paid employment with the opportunity to train for jobs at craft, technician and management level.

A Modern Apprenticeship in IT and Telecommunications at SCQF Level 5 and SCQF Level 6 is a framework for people interested in working in IT support or the development of IT systems. 

Another option is a Modern Apprenticeships in Creative and Digital Media at SCQF Level 6. This framework is for people interested in working in creative industries, including digital communication.

Find out more about these Modern Apprenticeships on the Skills Development Scotland (SDS) website:

The majority of apprenticeship roles within the digital sector require:

  • proactive, fast learners; able to work both in a team and sometimes alone
  • the ability to focus on assisting customers and colleagues find solutions to problems
  • the ability to work logically and methodically, often under pressure to set deadlines
  • attention to detail and the ability to deliver what is required, when it is required
  • open to change

Healthcare Support (Non-clinical) at SCQF Level 6 and SCQF Level 7 is another framework for people interested in working in a healthcare setting in a non-clinical support role. For more information about this Modern Apprenticeship framework, look at:

Contact your local Board to find out if these Modern Apprenticeships are available in your area.

You will be encouraged to develop your career in NHSScotland. It may be possible, through further education and training, to progress to other roles such as a Software Developer or a Network Manager.

Learn more about the NHSScotland Education Pathways for Business and Administration.