It service desk analyst Work, Jobs in Edinburgh, Sct (with Salaries)

IT Service Desk Analyst
Scottish Government —Edinburgh
- £31,231 - £33,560 a year
- Full-time
- Analysis skills
- Presentation skills
- Travel
22h
IT Service Desk Analyst
The Scottish Government —Edinburgh
- Full-time
- Analysis skills
- Presentation skills
- Travel
21h
IT Support Analyst
Midlothian Council —Dalkeith
- £30,619 - £31,783 a year
- Call to connect
- Hybrid work
- Computer literacy
- School
- Work from home
1d
IT Service Desk Analyst - Edinburgh
Anderson Strathern —Edinburgh
- Windows
- Microsoft Office
- Travel
L1 Service Desk Analyst
XMA —Livingston
- £25,000 a year
- Full-time
- Communication skills
- Life insurance
- Referral programme
12d
Service Desk - Linux & MacOS
Methods Business and Digital Technology —Edinburgh
- Full-time
- Hybrid work
- Customer service
- Analysis skills
- Linux
- Employee assistance programme
Quick apply
7d
Senior Service Desk Analyst
Lane Clark & Peacock —Edinburgh
- Hybrid work
- Computer Science
- Windows
- Bachelor's degree
- Annual leave
- Employee discount
5d

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IT Service Desk Analyst
The Scottish Government —Edinburgh
Lead Criteria 1: Performing tasks such as taking calls from customers and trying to resolve their queries. Lead Criteria 2: Customer care, communication skills…
21h
IT Service Desk Analyst
Scottish Government —Edinburgh
Lead Criteria 1: Performing tasks such as taking calls from customers and trying to resolve their queries. Lead Criteria 2: Customer care, communication skills…
£31,231 - £33,560 a year
22h

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IT Service Desk Analyst

Scottish Government -
Edinburgh

Apply Now

Job details

Permanent | Full-time
£31,231 - £33,560 a year
22 hours ago

Benefits

Company pension

Qualifications

Customer service call handling
Inbound customer enquiry call handling
Process improvement
Analysis skills
Presentation skills
Organisational skills
Customer support
Customer interaction
Communication skills
Help desk

Full job description

Details

Reference number

478274

Salary

£31,231 - £33,560

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Administrative Officer

Contract type

Permanent

Type of role

Information Technology

Working pattern

Full-time

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Edinburgh, Scotland, EH11 3XD

About the job

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:

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

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 for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , 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)
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

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : Lee Shevlin
Email : [email protected]

Recruitment team

Email : [email protected]

Apply Now

Refine Your Search

it service desk analyst jobs in edinburgh, sct

IT Service Desk Analyst

IT Support Analyst

IT Service Desk Analyst - Edinburgh

L1 Service Desk Analyst

Service Desk - Linux & MacOS

Senior Service Desk Analyst

Other jobs to consider

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Details

Reference number

Salary

Job grade

Contract type

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Behaviours

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team