Service Desk Analyst (1st and 2nd Line Lead) - MID07150

We’re looking for an experienced IT professional and capable team leader to help manage and guide our busy Service Desk. With solid experience in Windows-based environments and a proven track record in fast‑paced support settings, you’ll combine technical expertise with the leadership skills needed to support and motivate a high‑performing team.

In this key role with the Digital Services team, your primary responsibility will be overseeing the day‑to‑day operations of our second‑line support technicians in our corporate and school sites. As the first point of escalation for second‑line queries, you’ll be relied upon for guidance and technical input, helping to drive efficient resolution of our customers’ issues. You will also provide cover and support for the management of our first‑line support team when required. You’ll also act as the main liaison with our Front Office team, ensuring smooth coordination across all aspects of our customer‑facing IT service — including hardware, software, and new systems. In addition, you’ll play an active role in the planning and delivery of technical projects, helping shape improvements to our services and infrastructure. This role reports to the Lead Service Desk Analyst and offers a fantastic opportunity to step into a visible leadership role within a supportive and forward‑thinking Digital Services team.

Essential Requirements

• Technical and specialist knowledge in the day‑to‑day operational running of IT service/support desk function.
• Educated to Higher National Certificate within an Information Technology related discipline or provide evidence of equivalent competency to this level with previous experience of running a service desk/customer service function.
• Experience in the use and support of a wide range of software and business technology solutions along with standard desktop applications.
• A detailed knowledge of Service Desk process, procedures and technology related to this specialist area.
• Up to date with advances in Service Desk and Customer Care approaches, changes in practice, specifically within the ICT Service Desk sector.
• Experience of maintaining effective relationships with a wide range of organisations, individuals and customers.
• Valid driving licence.

Desirable

• ITIL Foundation qualification.
• Customer care training.

This post is considered Regulated Work with Children under the Protection of Vulnerable Groups (Scotland) Act, 2007. Therefore, it is an offence to apply if you are barred from working with children. Successful candidates will require PVG Scheme membership for Regulated Work with Children, you will be required to join the Scheme or undergo a PVG Scheme Update check prior to commencing employment with Midlothian Council, the cost of which 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 call 0131 271 3063 to speak to 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.