Service Desk Analyst

Job summary

Grade: EO
Total remuneration: £36,366 - £39,037
Pension: 28.97% (RoS contribution)
Annual leave: 38 days annual holiday, increasing to 42 days with length of service.
Duration: Permanent
Working Pattern: 35 hours per week. We are a flexible employer and will consider a variety of working patterns on a case-by-case basis. For example, compressed hours, term-time working or part-time working.
Location: Meadowbank House (MBH), Edinburgh. The Service Desk team are essential workers with a hybrid working approach, working on site within MBH with agreed fixed day/rational gap cover and occasional cover in our St Vincent Plaza (SVP) office, Glasgow.
Department: IT Services
Directorate: Digital Services
Role Reports to: IT Service Desk Operational Lead
Closing date: 24 September 2026, at 11.59pm
Number of vacancies: 1 (additional posts may be offered if budget allows)

About Registers of Scotland (RoS)
Join an award-winning organisation recognised for its technology and innovation. Registers of Scotland is a world-leading pioneer in land and property registration. Our full-stack teams design, architect, and build all our registration products in-house. We work to create digital solutions for the people of Scotland. You will get an opportunity to nurture your creativity and develop with us through access to the latest data, software engineering and product delivery techniques.

Job description

The role
The IT Service Desk Analyst provides a professional, customer focused first line IT support service in a fast-paced environment. Acting as a key point of contact between IT and the wider organisation, the role is responsible for logging, triaging and progressing incidents and service requests, applying appropriate prioritisation, and resolving issues at first point of contact wherever possible, while always ensuring a high standard of customer service.

The postholder supports colleagues through multiple channels including phone, email, Microsoft Teams, face to face contact and ServiceNow. They are expected to take ownership of issues through to resolution where possible, apply appropriate prioritisation and escalation, and contribute to the smooth running of day to day Service Desk operations.

The role also supports continuous improvement by identifying recurring issues, maintaining accurate records and documentation, contributing to knowledge sharing, and working collaboratively with colleagues and stakeholders to improve service performance and customer experience.

On a typical day you will…

Customer Support and Service Delivery

• Act as a first point of contact for IT incidents, service requests and changes, ensuring issues are correctly logged, categorised, prioritised and progressed through agreed processes.
• Provide advice, guidance and first line technical support to colleagues, aiming to resolve issues at the first point of contact wherever possible and escalating where required.
• Monitor incidents, requests and tasks to ensure timely progress and resolution in line with service level agreements and agreed service standards.
• Recognise serious or recurring issues, maintain accurate records, and ensure relevant updates are communicated clearly to customers and colleagues.
• Support service continuity and day to day operational delivery by identifying patterns, reducing repeat issues and contributing to effective incident handling.

Stakeholder and Customer Relationship Management

• Build and maintain positive working relationships with customers, colleagues and stakeholders to ensure a professional, responsive and customer focused service.
• Take ownership of incidents and service requests through to resolution, maintaining regular contact with customers and managing expectations throughout.
• Develop a strong understanding of business systems, services and processes in order to provide effective first-line support and resolve a broad range of issues at the earliest opportunity.
• Work collaboratively with IT colleagues, Customer Services and other internal teams such as HR and Estates to support service delivery and hybrid working arrangements.
• Promote knowledge sharing and collaborative working across teams to improve the customer experience and support joined up delivery.

Reporting, Records and Knowledge Management

• Maintain accurate and up to date records of incidents, service requests, activities and IT assets in line with departmental processes and audit requirements.
• Support the production of service, management and performance information, providing updates and reports as required by the operational lead or line manager.
• Review, update and create knowledge articles, local work instructions and other documentation to support consistent service delivery and problem resolution.
• Maintain clear documentation on task progress, service updates, lessons learned and support materials to improve transparency and knowledge sharing.
• Gather and use customer feedback and service information to identify trends, monitor performance and support service improvements.

Team Contribution and Continuous Improvement

• Work collaboratively within agreed Service Desk roles, shift patterns and team rotas, contributing to both individual and team objectives.
• Provide support, guidance and knowledge sharing to new or junior colleagues to help build capability and consistency across the team.
• Contribute to service improvements, operational initiatives and business as usual activities relating to IT services, tools and processes.
• Take ownership of allocated tasks or work packages, track progress, identify risks or dependencies early, and help maintain delivery against agreed milestones.
• Contribute ideas to improve team processes, service quality, tools and ways of working, escalating issues where formal decisions or additional support are needed.

Additional Information
Our operational hours are Monday to Friday, 07:30 to 17:30. The successful candidate will be required to work within a shift pattern and team rota. Current shift patterns are 07:30 to 15:00, 08:45 to 16:15 and 10:00 to 17:30, Monday to Friday.

There is a requirement to work flexibly as part of the rota, including regular onsite presence in the Edinburgh office to support operational activity. The rota will be reviewed regularly in line with service need. Support for the Glasgow office may also be required on occasion.

Person specification

Essential Criteria – Skills and Attributes for Success

Experience/Technical:
We will assess you against the following Experience and Technical skills during both the application and assessment process:

Experience:

• Experience of working in an IT Service Desk or first-line support environment
• Experience of logging, triaging and progressing incidents and service requests
• Experience of troubleshooting user issues and escalating where appropriate
• Experience of working to service standards, deadlines or service level agreements
• Experience of maintaining accurate support records, knowledge articles or documentation

Technical:

• Demonstrable understanding of ITIL practices
• A practical understanding of Microsoft 365 p