Service Desk Analyst

Overview

Qualifications Scotland is Scotland’s national awarding body, designing and delivering trusted qualifications that recognise knowledge and skills. Based in Scotland, the qualifications we create are valued and used worldwide.

We are looking for a Service Desk Analyst to work within the Service Delivery team. As Service Desk Analyst, you will be responsible for providing first-level support for Qualifications Scotland staff with technology and equipment issues by diagnosing the problem, initiating a corporate fix, resolving it or escalating the issue and/or recommending a suitable course of action within agreed Qualifications Scotland SLA while providing a great customer experience.

To do this you must have experience in the following specific duties:

• Provide first-line IT support to users via phone calls, online tickets and emails to resolve problems raised and to ensure delivery of required service levels.
• Install and configure computer hardware, operating systems and applications per business requirements.
• Troubleshoot system and network problems to diagnose and solve hardware and software faults to ensure continuity of service for users.

• Be able to operate Qualifications Scotland desktop packages and business systems at the appropriate level for this role.
• Be able to operate specialist IT systems relevant to this role.
• Be able to understand and carry out basic numerical and/or financial calculations and analyse data.
• Be educated to SCQF level 6 (SVQ Level
  3) and/or demonstrate direct relevant experience for this role.

• A career-average pension scheme
• Employee wellbeing and health assistance programmes
• Development opportunities
• 27 days annual leave and 14 days public holiday

If you’ve got the skills, knowledge and experience for this role, please apply.

We’re an equal opportunities employer and encourage applications from people of all backgrounds. As a certified Disability Confident employer, we guarantee an interview to all disabled applicants who meet the competency requirements of the role.

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