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, competitive salary, and training provided.
- Other info: Enjoy a supportive environment with opportunities for growth and development.
- Why this job: Kickstart your IT career while helping others with technology challenges.
- Qualifications: Basic IT knowledge and a passion for customer service are essential.
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.
- ITIL Foundation Qualification
- Customer care experience
CLOSING DATE - Wednesday 3rd June 2026
INTERVIEW DATE - Thursday 11th June 2026
Please note that it is Midlothian Council's policy that successful applicants will be appointed to the first point on the salary scale. Based on 36 hours over 52 weeks per year, the minimum actual salary for this position is £30,619.22 per annum.
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.
Please note that Disclosure Scotland has changed the way PVG certificates are issued. You will be notified by email from Disclosure Scotland that your certificate is available to view. Once you have viewed your certificate you will be allowed to share this with your employer and it is only available for 14 days from the first day you have viewed the certificate. If you do not grant access to Midlothian Council to view before access is removed, a further application will need to be generated, and this will incur an additional cost.
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@ 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. Candidates are advised that, for some vacancies, internal candidates in this situation will be interviewed before the wider selection pool and a slightly longer delay may be experienced before application outcomes can be advised to you. 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.
Hybrid IT Support Analyst - Service Desk in Kilmarnock 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 support field. With flexible working arrangements and a commitment to training, employees can thrive while contributing to the community. The Council's focus on innovation and transformation ensures that staff are part of meaningful change, enhancing their professional experience in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid IT Support Analyst - Service Desk in Kilmarnock
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Midlothian Council and its 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 a mirror. Focus on how your skills in IT support and customer service can shine in this role.
✨Tip Number 3
Show off your people skills! Since this role is all about helping staff with tech issues, be ready to share examples of how you've successfully communicated and resolved problems in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining us at StudySmarter and ready to take the next step in your career.
We think you need these skills to ace Hybrid IT Support Analyst - Service Desk in Kilmarnock
Some tips for your application 🫡
Show Your IT Skills:Make sure to highlight your IT literacy in your application. Mention any experience you have with Microsoft Windows 11, Office, or wireless networks. We want to see that you’ve got the basics down!
Customer Service Experience Counts:If you've worked in customer service before, let us know! Share specific examples of how you've helped others solve problems. This role is all about being the first point of contact for our staff, so we love seeing that experience.
Tailor Your Application:Take a moment to read through the job description and tailor your application accordingly. Use similar language and phrases to show that you understand what we're looking for. It helps us see you as a great fit!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
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 users face, as this will help you feel more confident when discussing technical problems during the interview.
✨Show Off Your People Skills
Since this role is all about helping others, be ready to demonstrate your customer service skills. Think of examples where you've successfully resolved issues for others, whether in a work setting or even in everyday life.
✨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 common problems, showing your logical approach and willingness to learn.
✨Ask About Training Opportunities
Since the company is willing to provide training, don’t hesitate to ask about it during the interview. This shows your eagerness to grow and adapt, which is exactly what they’re looking for in a candidate.
