IT Service Desk Analyst (4456)

Job summary

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.

Job description

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.

Person specification

Success Profile

Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on.

Experience:

1. Lead Criteria 1: Performing tasks such as taking calls from customers and trying to resolve their queries.
2. Lead Criteria 2: Customer care, communication skills and telephone manner.
3. Good analytical skills to be able to scrutinise issues and draw conclusions.
4. Organisational skills and ability to work in team environment.

Behaviours:

• Working Together (Level 1)

You can find out more about Success Profiles Behaviours, here.

Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.

Technical Skills:

This role is aligned to the Service Desk Manager, General Service Desk analyst within IT Operations

You can find out more about the skills required, here: Service desk manager - Government Digital and Data Profession Capability Framework

These skills are assessed by technical assessment, designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed, plus the method of assessment.

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together

Benefits

Alongside your salary of £31,231, Scottish Government contributes £9,047 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

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)

Working for the Civil Service

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