Senior Helpdesk Agent (L2 Technical Support) – Turas Platform & NHS Digital Services

NHS Scotland • United Kingdom

Remote

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AI Summary

Join PSD Scotland as a Senior Helpdesk Agent, providing L2 technical support and escalation for NHS digital platforms like Turas, ePortfolios, and the National Digital Platform. This role requires strong problem-solving, communication, and experience with Turas or similar service desks. Fixed-term until March 2028 with remote/hybrid flexibility.

Key Highlights

Fixed-term contract (until 31 March 2028) with NHS secondment preference for NHS applicants

Remote-friendly/hybrid work arrangements with flexible working discussions encouraged

L2 technical support and escalation for Turas Platform, NHS ePortfolios, and National Digital Platform

Key Responsibilities

Provide L2 technical support and escalation for Turas Platform, NHS ePortfolios, and National Digital Platform users

Act as the primary escalation point for complex technical issues, resolving them to user satisfaction

Collaborate with development teams using SQL to assist with escalated matters

Deliver excellent customer service to internal and external stakeholders, simplifying technical information for clarity

Support the continuous improvement of digital services for health and care professionals

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Technical Skills Required

Turas Platform SQL Technical Service Desk Support

Benefits & Perks

Flexible/hybrid working arrangements

Generous NHS pension scheme

Annual incremental salary progression (up to max of salary band)

27 days annual leave (increasing with service) + 8 public holidays

NHS discounts and additional benefits

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Nice to Have

Experience working in a fast-paced customer service environment

Experience with technical service desks or mailbox request management

Ability to work independently, prioritize workloads, and meet deadlines

Experience with NHS systems or healthcare digital platforms beyond Turas

Job Description

On 1 April 2026, NSS and NES became one national organisation, focused on continuity today and a stronger, more connected service for tomorrow.As part of this transformation, NHS National Services Scotland (NSS) and NHS Education for Scotland (NES) have joined to form a new organisation: (PSD Scotland). This new organisation will play a pivotal role in supporting the renewal and ensuring the long-term sustainability of health and care services across Scotland.

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