Service Desk Analyst

We are recruiting for a full time Service Desk Analyst on a permanent basis

This role will be based in our Angus Smith Building, Eurocentral, Motherwell Your passion has never had a greater purpose

Here at SEPA, we’re connected by a passion that drives us to be purposeful in every action we take - to protect our environment. Through our expertise, we lead projects that make a difference for Scotland, and our workplaces are grounded in respect for that expertise.

That’s why, when you join us as Service Desk Analyst, you’ll discover enriching benefits, meaningful support, and opportunities to learn every day. That’s what it means to be Passionately Purposeful - for our environment, and for your career.

Experts at what we do, we work in a professional way towards our shared goals, knowing the work we do makes a genuine, lasting difference on the environment. As Service Desk Analyst, that involves:

• Provide first and second line technical support to end users, managing a varied workload of incidents, service requests and complex technical issues to minimise business disruption.
• Deliver face to face support through site visits and walk-in troubleshooting, taking ownership of complex end user issues, including laptop failures and critical hardware faults, through to resolution.
• Balance multiple priorities effectively, maintaining Service Desk performance while managing urgent user escalations and resource intensive support cases.
• Manage hardware lifecycle activities for starters, movers and leavers, including device provisioning, deployment, collection and configuration to support workforce changes.
• Coordinate break fix services and hardware replacements for both office-based and remote workers, ensuring users remain productive through timely resolution and equipment fulfilment.
• Support enterprise asset management processes, maintaining accurate records of IT equipment and assisting with the integration of new digital services, business transformation initiatives and transitioned Shadow IT solutions into the Digital function.

This is a highly important role within our Finance, Modernisation & Digital portfolio, which means you’ll need:

• Experience building and deploying laptops, desktops, mobile phones, and tablets
• Experience supporting Microsoft Windows and Microsoft 365
• Excellent customer service and communication skills
• Experience using ticketing systems and creating documentation
• Experience supporting and troubleshooting printers

Please open the link to the Digital Analyst role profile link which outlines the core responsibilities and expectations of the role within a defined activity family. Please note the role profile name may be different to the job title being advertised.

We’re cultivating a workplace that supports not only your passion and your professional lives, but your personal life. So, you’ll find benefits that make a difference at work and h as:

• Hybrid and Flexible working opportunities
• Up to 35 days annual leave and 7 additional public holidays each year (pro rata)
• Paid time off to support your Wellbeing and enable you to Volunteer in your community
• Local Government Pension Scheme (LGPS)
• Progressive Family Friendly policies
• Training & development to enable colleagues to improve their skills, competencies and knowledge to perform at their best.

Plus, many more lifestyle benefits such as 24/7 access to an online employee discount platform, credit union facilities and access to a Cycle to Work Scheme.

SEPA is committed to promoting equality, diversity, and good relations in everything it does - as a community leader, as a provider and commissioner of services, and as an employer.

Passionately Purposeful about Scotland’s environment - and your career.

Protecting our environment, promoting our work, and supporting our people, working at SEPA means being part of an organisation that’s grounded in respect for your expertise - and your wellbeing. So you can be your best, and make the biggest impact.

We recruit solely based on merit. Our shortlisting process is conducted on an…