At a Glance
- Tasks: Provide IT support to Council and school staff, resolving hardware and software issues.
- Company: Join Midlothian Council's dynamic Service Desk team focused on customer service.
- Benefits: Flexible working options, training provided, and a competitive salary of £30,619.22 per annum.
- Other info: Hybrid working model with excellent growth opportunities in a transforming organisation.
- Why this job: Kickstart your IT career while helping others with technology challenges.
- Qualifications: Basic IT knowledge and a passion for customer service; training available.
The predicted salary is between 30619 - 30619 € per year.
We are looking for a bright, customer focussed talent to join our Service Desk team. Although previous experience in this role is desirable, what we really want is someone with a basic understanding of IT, a willingness to learn fast and an excellent way with people. We will provide any training that is needed to bring you up to speed technically if required.
You will be the first port of call for Council and school staff who are having problems with IT hardware and software. We will expect you to understand and help our staff get back up and running quickly with whatever technology they are struggling with. The role will be part of a rota providing Service Desk cover between 8am and 5pm, Wednesday to Friday. The Council is a flexible employer and will consider flexible working requests from applicants. This role can either be undertaken onsite or by a mixture of home and onsite working by agreement with your manager. If you would like to work from home, we will provide you with all the equipment that you will need but you must have a suitable place to work and a suitable broadband connection.
Essential
- A good level of IT literacy in core digital technologies including Microsoft Windows 11, Microsoft Office and wireless networks.
- Previous experience working in either an ICT support or customer service role, holding either: a Scottish National Certificate (SNC) in Information Technology or similar qualification or be able to demonstrate equivalent experience.
- A CCA (Customer Contact Association) Certificate/Diploma or a CSP (Customer Service Professional) or similar qualification or be able to demonstrate equivalent experience.
- Jobholders must also hold a current driving licence.
Desirable
- ITIL Foundation Qualification
- Customer care experience
CLOSING DATE - Wednesday 3rd June 2026
INTERVIEW DATE - Thursday 11th June 2026
Requirements: Compliance with the mandatory Cabinet Office PSN (Public Sector Network) Code of Connection requires the Council to meet a baseline personal security standard. This requires completion of a disclosure check for all employees who can access official information. The fee for this Disclosure check will be met by you.
If you have difficulty applying for this post or accessing attached documents, or if you have a disability and reasonable adjustment is required, please email recruitment@midlothian.gov.uk to discuss with a member of the Recruitment Team stating the post reference number.
Midlothian Council is currently undergoing a period of transformation, changing and improving the way it delivers services in Midlothian. As a consequence, there are a number of existing employees for whom we are committed to seeking suitable alternative employment within the Council in accordance with our legal obligations.
Thank you for your patience in this matter. If you are a trainee of a Midlothian Council Training Programme, have a disability or you are a care experienced young person who has previously been a looked after child, you are eligible for a guaranteed interview if you meet the essential criteria for the post.
IT Support Analyst - MID07501 employer: Midlothian Council
Midlothian Council is an excellent employer that prioritises employee development and offers a supportive work culture, making it an ideal place for those looking to grow in the IT sector. With flexible working arrangements, including hybrid options, and a commitment to training, employees can thrive while contributing to the community. The Council's focus on customer service and technology ensures that staff are equipped to make a meaningful impact in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst - MID07501
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Midlothian Council and their values. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your skills and experiences align with the IT Support Analyst role, especially your customer service skills.
✨Tip Number 3
Show off your tech skills! Be ready to discuss your understanding of Microsoft Windows 11 and Office, as well as any experience you have with IT support. If you've got examples of how you've helped others with tech issues, share those!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about the position. Don’t forget to highlight your willingness to learn and adapt – that’s what they’re really looking for!
We think you need these skills to ace IT Support Analyst - MID07501
Some tips for your application 🫡
Show Your IT Skills:Make sure to highlight your understanding of core digital technologies like Microsoft Windows 11 and Office. Even if you don’t have extensive experience, showing that you’re tech-savvy and eager to learn can really set you apart!
Customer Service Matters:Since this role is all about helping people with their IT issues, emphasise any customer service experience you have. We want to see how you’ve successfully interacted with others and resolved problems in the past.
Tailor Your Application:Take a moment to read through the job description and align your application with what we’re looking for. Use similar language and phrases to show that you understand the role and what it entails.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to us directly and makes it easier for us to review your details.
How to prepare for a job interview at Midlothian Council
✨Know Your Tech Basics
Brush up on your knowledge of Microsoft Windows 11 and Microsoft Office. Familiarise yourself with common IT issues that staff might face, like connectivity problems or software glitches. This will help you feel more confident when discussing technical scenarios during the interview.
✨Show Off Your People Skills
Since this role is all about customer service, think of examples where you've successfully helped someone solve a problem. Be ready to share how you communicate effectively and handle difficult situations with patience and empathy.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific IT support scenarios. Practice answering these by thinking through the steps you would take to troubleshoot an issue. This shows your problem-solving skills and willingness to learn.
✨Ask About Training Opportunities
Since the company offers training, don’t hesitate to ask about it during the interview. This shows your eagerness to grow and adapt. It also gives you insight into how they support their employees in developing their skills.
