IT Service Desk Analyst in Glasgow

Salary: £36,366 – £39,037 per annum

Pension: 28.97% (RoS contribution)

Annual Leave: 38 days annually, increasing to 42 days with length of service.

Working Pattern: 35 hours per week; flexible arrangements including compressed hours, term‑time or part‑time. Shift patterns: 07:30–15:00, 08:45–16:15 or 10:00–17:30, Monday to Friday. Occasional on‑site presence in Edinburgh and Glasgow required.

Location: Meadowbank House, Edinburgh (hybrid) with occasional support at St Vincent Plaza, Glasgow.

Benefits:

• Purpose‑driven work contributing to land and property registration for Scotland.
• Flexible, hybrid working arrangements available.
• Pay progression, pension contributions up to 28.97%, up to a year’s parental leave, and 38 days holiday (increasing to 42 days).
• Investment in professional development to build skills.
• Commitment to diversity, inclusion, and disability confidence.
• Positive, innovative work culture with autonomy.

Key Responsibilities:

• Customer Support and Service Delivery: Act as first point of contact for IT incidents, service requests and changes; log, categorise, prioritise and progress incidents through agreed processes. Provide advice, guidance and first‑line technical support via phone, email, Teams, face‑to‑face and ServiceNow. Monitor incidents, requests and tasks to ensure timely resolution in line with SLAs. Recognise serious or recurring issues, maintain accurate records and communicate updates to customers and colleagues. Support service continuity and operational delivery by identifying patterns and reducing repeat incidents.
• Stakeholder and Customer Relationship Management: Build and maintain positive relationships with customers, colleagues and stakeholders for a professional, responsive service. Maintain regular contact with customers, manage expectations and deliver transparency throughout the incident lifecycle. Develop a strong understanding of business systems, services and processes to provide effective first‑line support. Collaborate with IT, Customer Services, HR, Estates and other internal teams to support service delivery. Promote knowledge sharing and collaboration to improve customer experience.
• Reporting, Records & Knowledge Management: Maintain accurate and up‑to‑date records of incidents, service requests, activities and IT assets in line with audit requirements. Support production of service, management and performance information; provide updates and reports as required. Review, update and create knowledge articles, work instructions and other documentation for consistent service delivery. Document task progress, service updates, lessons learned and support materials to enhance transparency. Gather and use customer feedback to identify trends, monitor performance and drive service improvements.
• Team Contribution and Continuous Improvement: Collaborate within agreed Service Desk roles, shift patterns and team rosters to deliver individual and team objectives. Support, guide and share knowledge with new or junior colleagues to build capability. Contribute to service improvements, operational initiatives and business‑as‑usual activities. Take ownership of allocated tasks or work packages; track progress, identify risks or dependencies early and maintain delivery against milestones. Suggest ideas to improve team processes, service quality, tools and ways of working; escalating issues when necessary.

Qualifications:

• Experience: Experience in an IT Service Desk or first‑line support environment. Experience logging, triaging and progressing incidents and service requests. Experience troubleshooting user issues and escalating appropriately. Experience working to service standards, deadlines or SLAs. Experience maintaining accurate support records, knowledge articles and documentation.
• Technical Skills: Demonstrable understanding of ITIL practices. Practical understanding of Microsoft 365 products, including Teams. Experience using ServiceNow or a comparable IT service management system. Working knowledge of IT ticketing systems for incident and request management. Practical knowledge of standard desktop, laptop and peripheral support issues.

Equality, Diversity and Inclusion:

Applicants must meet nationality and immigration eligibility: United Kingdom, Republic of Ireland, Commonwealth, EU settled or pre‑settled, certain EEA, Swiss and Turkish nationals. A diversity monitoring form will be provided during the recruitment process. Disability confident scheme; we welcome candidates from underrepresented groups.