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IT Services Analyst

Children's Hospices Across Scotland
Post date
14 October 2021
Closing date
28 October 2021
£22,885 - £26,319 per annum per annum
Contact email

This is a vital role in providing support to all staff in the use of IT services across CHAS, helping to underpin our ability to support children and families across Scotland.

As part of the IT Service Desk team you’ll provide a broad range of software and hardware support to our employees across Scotland. The service desk is the single point of contact for users with issues, queries and requests related to our IT solutions and you will help ensure those issues are resolved effectively and efficiently.

Although a technical role, excellent customer service is right at the heart of it. You will ensure that all staff who contact our service desk receive the best possible experience, from a colleague who understands the impact of the issue on their role and on the daily operations of CHAS.

Key Responsibilities

  • manage the service desk portal, logging and prioritising inbound calls, emails and other requests
  • provide 1st and 2nd line technical onsite and remote support for Hospices, Offices and Shops, particularly for the use of care and retail systems
  • use own initiative to prioritise, maintain, and monitor onsite incidents, resolving and amending same to timely resolution, escalating as appropriate
  • administer Microsoft 365 applications including desktop clients
  • install new software/hardware and assist in the maintenance of CHAS wide PCs, laptops, mobile devices and telecom
  • liaise with 3rd party support companies regarding support, maintenance, installations of IT equipment or resolutions to outstanding issues
  • create user accounts and manage system access to ensure all staff have the necessary permissions and in line with CHAS information
  • governance standards
  • provide IT inductions to CHAS staff
  • take part in initiatives to improve the quality and effectiveness of the IT Service Desk

About You

  • strong customer service skills
  • sound experience of technical support provision
  • good IT knowledge, specifically Microsoft 365, AD and management of end-user devices
  • friendly, outgoing manner
  • positive, empathetic and confident
  • personal drive, initiative and effectiveness
  • accountable for self, actions and decisions

About CHAS

At CHAS, staff and volunteers work together as one team, focused on the common goal of reaching every family in Scotland who needs our support. We have a 3:1 ratio of volunteers to staff members in CHAS. All CHAS staff will at some point work with or alongside volunteers and will be expected to support volunteers.

Our ambition is to reach every family in Scotland who is living with the heartbreaking prognosis that their child is dying, and offer them our care and support to empower them to make the most of the short time they have together. As an IT Services Analyst, you will be instrumental in achieving this vision.

Further Information and How to Apply

Further information about the role and benefits of working for CHAS can be found in the attached documents.

For an informal chat about the position, please contact Claire Young, Business Systems Manager, on 0131 4444 002.

For any queries regarding the recruitment process, please contact our HR Team on 0131 444 3293 or by emailing

To be part of the future of CHAS, click ‘Apply now’ to visit our CHAS Careers website and complete our online application form. Please note that we are unable to accept CV’s.

This post is subject to a Disclosure Scotland Protection of Vulnerable Groups (PVG) check.

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