IT Service Desk Analyst (4456)

As an IT Service Desk Analyst, you will be part of a team providing 1st Line ICT Support to around 20,000 customers on the SCOTS platform. In this role, you will be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams.

The IT Service Desk operates between the hours of 08:00 – 16:00 Monday to Thursday and 08:00 – 15:30 on a Friday. You will be expected to provide cover during these hours on rota basis with a minimum of two days in the office per week. The role will be based in Edinburgh (Saughton House), however some travel between Scottish Government buildings may be required.

Information Support Services Branch (ITSS) is part of the Information & Technology Services (iTECS) Division where staff are in daily contact with SCOTS customers. Our Services include:

• Desktop and mobile support,
• IT Service Desk,
• IT Support for major events and projects,
• Implementing and influencing wider iTECS technical and business strategies.

Our mission is to support and improve the delivery of public services in Scotland by enabling our customers to make the most of technology and resources.

Responsibilities

• Track, log and correct information to protect assets and components.
• Show an awareness of developing process efficiency and common ways in which processes are optimised.
• Support specific activities to improve development processes.
• Spot or identify obvious deficiencies.
• Resolve user requests to a minimum of the agreed service level agreement.
• Empathise with the end user.
• Use customer-focused metrics to achieve a satisfying outcome.
• Own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Show an awareness of different products and services.
• Add a commentary that provides an interpretation of the data set.
• Show an awareness of the relevant subject matter and a high level understanding of what it involves.
• Show an awareness or understanding of user experience analysis and its principles.
• Explain the purpose of user stories and the focus on user needs.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Please apply using the link provided.

Feedback will only be provided if you attend an interview or assessment.