IT Service Desk Analyst

Description

As an IT Service Desk Analyst you will be part of a team providing 1st Line ICT Support to around 20000 customers on the SCOTS this role you willbe responsible for ensuring support for existing and emerging information and communications technology (ICT) services includingprovidingtechnical 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 oridentifyobvious 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 product sand services.

• Add a commentary that provides an interpretation of the data set.

• Show an awareness of the relevant subject matter and ahigh 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.

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:

Behaviours:

• Working Together (Level
  1)

You can find out more about Success Profiles Behaviours here
.

Behaviours are assessed l 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.

How to apply

Apply online providing a CV and Supporting Statement (of no more than 500 words) which provides evidence of how you meet each of the four Experience criteria listed in the Success Profile above.

Candidates will have their applications assessed against all Experience criteria. If a large number of applications are received an initial sift will be conducted on the Lead Criteria highlighted above. Candidates who pass the initial sift will have their applications fully assessed.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples 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 and presented as your own) applications will be…