At a Glance
- Tasks: Provide first-line IT support and resolve issues for colleagues in a fast-paced environment.
- Company: Join Registers of Scotland, a leader in land and property registration.
- Benefits: Enjoy 38 days annual leave, flexible working, and professional development opportunities.
- Other info: Dynamic work culture with opportunities for growth and collaboration.
- Why this job: Make a real impact while working with cutting-edge technology in a supportive team.
- Qualifications: Customer-focused attitude and basic IT support skills are essential.
The predicted salary is between 28000 - 35000 € per year.
Annual Leave: 38 days annual holiday, increasing to 42 days with length of service.
Duration: Permanent.
Working Pattern: 35 hours per week. We are a flexible employer and will consider a variety of working patterns.
Location: Meadowbank House (MBH), Edinburgh. The Service Desk team are essential workers with a hybrid working approach, working on site within MBH with agreed fixed day/rational gap cover and occasional cover in our St Vincent Plaza (SVP) office, Glasgow.
Grade: EO
Closing date: 24 of May at 23:59
Join an award-winning organisation recognised for its technology and innovation. RoS is a world‑leading pioneer in land and property registration. We work to create data‑led, digital solutions for the people of Scotland. Our full‑stack teams design, architect, and build all our registration products in‑house.
The Role
The IT Service Desk Analyst provides a professional, customer focused first line IT support service in a fast‑paced environment. Acting as a key point of contact between IT and the wider organisation, the role is responsible for logging, triaging and progressing incidents and service requests, applying appropriate prioritisation, and resolving issues at first point of contact wherever possible, while always ensuring a high standard of customer service.
The postholder supports colleagues through multiple channels including phone, email, Microsoft Teams, face‑to‑face contact and ServiceNow. They are expected to take ownership of issues through to resolution where possible, apply appropriate prioritisation and escalation, and contribute to the smooth running of day‑to‑day Service Desk operations. The role also supports continuous improvement by identifying recurring issues, maintaining accurate records and documentation, contributing to knowledge sharing, and working collaboratively with colleagues and stakeholders to improve service performance and customer experience.
On a typical day you will…
- Act as a first point of contact for IT incidents, service requests and changes, ensuring issues are correctly logged, categorised, prioritised and progressed through agreed processes.
- Provide advice, guidance and first line technical support to colleagues, aiming to resolve issues at the first point of contact wherever possible and escalating where required.
- Monitor incidents, requests and tasks to ensure timely progress and resolution in line with service level agreements and agreed service standards.
- Recognise serious or recurring issues, maintain accurate records, and ensure relevant updates are communicated clearly to customers and colleagues.
- Support service continuity and day‑to‑day operational delivery by identifying patterns, reducing repeat issues and contributing to effective incident handling.
Stakeholder and Customer Relationship Management
- Build and maintain positive working relationships with customers, colleagues and stakeholders to ensure a professional, responsive and customer focused service.
- Take ownership of incidents and service requests through to resolution, maintaining regular contact with customers and managing expectations throughout.
- Develop a strong understanding of business systems, services and processes in order to provide effective first‑line support and resolve a broad range of issues at the earliest opportunity.
- Work collaboratively with IT colleagues, Customer Services and other internal teams such as HR and Estates to support service delivery and hybrid working arrangements.
- Promote knowledge sharing and collaborative working across teams to improve the customer experience and support joined up delivery.
Reporting, Records and Knowledge Management
- Maintain accurate and up to date records of incidents, service requests, activities and IT assets in line with departmental processes and audit requirements.
- Support the production of service, management and performance information, providing updates and reports as required by the operational lead or line manager.
- Review, update and create knowledge articles, local work instructions and other documentation to support consistent service delivery and problem resolution.
- Maintain clear documentation on task progress, service updates, lessons learned and support materials to improve transparency and knowledge sharing.
- Gather and use customer feedback and service information to identify trends, monitor performance and support service improvements.
Team Contribution and Continuous Improvement
- Work collaboratively within agreed Service Desk roles, shift patterns and team rotas, contributing to both individual and team objectives.
- Provide support, guidance and knowledge sharing to new or junior colleagues to help build capability and consistency across the team.
- Contribute to service improvements, operational initiatives and business as usual activities relating to IT services, tools and processes.
- Take ownership of allocated tasks or work packages, track progress, identify risks or dependencies early, and help maintain delivery against agreed milestones.
- Contribute ideas to improve team processes, service quality, tools and ways of working, escalating issues where formal decisions or additional support are needed.
Additional Information
Our operational hours are Monday to Friday, 07:30 to 17:30. The successful candidate will be required to work within a shift pattern and team rota. Current shift patterns are 07:30 to 15:00, 08:45 to 16:15 and 10:00 to 17:30, Monday to Friday. There is a requirement to work flexibly as part of the rota, including regular onsite presence in the Edinburgh office to support operational activity. The rota will be reviewed regularly in line with service need. Support for the Glasgow office may also be required on occasion.
This job is for you if you want…
- Work with purpose: we strive to provide the best public service and set the bar for land and property registration worldwide.
- Flexible and hybrid working: work when and where it’s best for you and your stakeholders, depending on the role and team requirements.
- Benefits: enjoy pay progression, pension contributions of up to 29%, up to a year’s parental leave, and 38 days annual holiday, increasing to 42 days with length of service.
- Investment in professional development: we invest in all our people so that they have the right skills to be productive and confident in their job.
- Diversity and Inclusion: we are an ‘Investor in People’ and a ‘Disability Confident’ employer. We are inclusive, stronger together, and committed to putting our people first.
- Positive work culture: RoS is an agile, digital organisation using leading‑edge technology. Colleagues understand their role in achieving our strategy and have the autonomy to deliver.
Information Technology Service Desk employer: Registers of Scotland
Registers of Scotland is an award-winning organisation that prioritises employee well-being and professional growth, offering an impressive 38 days of annual leave, which increases to 42 days with service. Located in the vibrant city of Edinburgh, our flexible working culture supports a hybrid approach, allowing you to balance your work and personal life while contributing to meaningful public service in land and property registration. Join us to be part of a diverse team that values innovation, collaboration, and continuous improvement, ensuring you thrive in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Information Technology Service Desk
✨Tip Number 1
Get to know the company! Research Registers of Scotland and their values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As an IT Service Desk Analyst, you'll be the first point of contact for many issues. Make sure you can explain technical concepts clearly and concisely to non-technical colleagues.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our award-winning organisation.
We think you need these skills to ace Information Technology Service Desk
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the IT Service Desk role. Highlight your relevant experience and skills that match the job description, like customer service and technical support. We want to see how you can contribute to our team!
Showcase Your Communication Skills:Since this role involves a lot of interaction with colleagues and customers, it's crucial to demonstrate your communication skills. Use clear and concise language in your application, and maybe share examples of how you've effectively resolved issues in the past.
Highlight Your Problem-Solving Abilities:We love candidates who can think on their feet! In your application, mention specific instances where you've successfully tackled IT issues or improved processes. This will show us that you're proactive and ready to take ownership of challenges.
Apply Through Our Website:Don't forget to submit your application through our website! It's the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and you’ll be set!
How to prepare for a job interview at Registers of Scotland
✨Know Your Stuff
Make sure you understand the role of an IT Service Desk Analyst inside out. Familiarise yourself with common IT issues, service desk tools like ServiceNow, and the importance of customer service. This will help you answer questions confidently and show that you're ready to tackle the challenges of the job.
✨Show Off Your Communication Skills
Since this role involves a lot of interaction with colleagues and customers, practice your communication skills. Be clear and concise in your answers, and don’t forget to demonstrate your ability to explain technical concepts in simple terms. This will highlight your customer-focused approach.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate how you'd handle specific IT incidents or service requests. Think of examples from your past experiences where you successfully resolved issues or improved processes, and be ready to discuss them in detail.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared about the team dynamics, the tools they use, or their approach to continuous improvement. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values.
