At a Glance
- Tasks: Solve IT problems and support users while delivering top-notch customer service.
- Company: Join the National Records of Scotland, a key player in preserving Scotland's history.
- Benefits: Enjoy flexible working, a supportive environment, and a chance to make a difference.
- Other info: Great career growth opportunities in a dynamic and inclusive workplace.
- Why this job: Be part of a team that enhances IT services and impacts the lives of people in Scotland.
- Qualifications: Experience in IT support and a passion for problem-solving are essential.
The predicted salary is between 30000 - 40000 £ per year.
This role is open to internal candidates and Common citizenship organisations only. Do you thrive on solving IT problems, supporting users and delivering excellent customer service? If the answer is yes, then this exciting opportunity could be for you.
Our IT Services business area provides technology for the services National Records of Scotland (NRS) delivers to our customers, including Architecture & Business Analysis, Project and Programme Delivery, Service Management, Cyber Security, Infrastructure Engineering & Support, Data Engineering & Support, Application Engineering & Support and Testing services.
You will, as End User Computing Engineer work within the IT Service Management team, who are responsible for ensuring service availability, performance and process maturity across our IT Services, specifically SLA Management, Change, Problem, Incident and Asset Management, as well as request fulfilment and hybrid working support.
Responsibilities
- Maintain secure configurations and accurate information for IT assets across one or more significant areas, including verifying asset locations and status, implementing change requests, and applying change control procedures under supervision.
- Support the improvement and optimisation of development processes by demonstrating awareness of process efficiency, contributing to specific improvement activities, and identifying obvious deficiencies.
- Identify, log and allocate incidents to the appropriate channel, gathering all required information and taking ownership of issues until transferred, mitigated or resolved.
- Investigate problems affecting systems, processes and services, understanding whether issues are strategic, tactical or operational, and contribute to the implementation of remedies and preventative measures.
- Take inputs from multiple sources to establish coherent frameworks, demonstrate awareness of ITIL lifecycle and capability elements, and collate data from repositories to produce basic reports.
- Assist with technical support activities, carrying out agreed routine maintenance and administration tasks while maintaining awareness and a high-level understanding of relevant subject matter.
- Correctly execute test scripts under supervision, understanding the purpose of testing, its role within delivery, and how testing activities are performed.
- Identify and engage with users and stakeholders to gather evidence of user needs, define appropriate user research approaches, and use quantitative and qualitative data to translate user needs into outcomes.
Success profile
Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on.
Technical / Professional Skills:
- Asset and configuration management - Working
- Change management - Awareness
- Continual service improvement - Awareness
- Incident management - Awareness
- IT service reporting - Awareness
- Ownership and initiative - Working
- Problem management - Awareness
- Service focus - Working
- Service Management Framework knowledge - Awareness
- Technical specialism - Awareness
- Technical understanding - Awareness
- Testing - Awareness
- User focus – Working
This role is aligned to the End User Computing Engineer role, IT Operations.
Experience
- You have experience of providing 1st and 2nd line resolution by troubleshooting and taking ownership of incidents, recording actions taken and escalating more complex issues to senior colleagues for resolution to meet the needs of the customer.
- You have a good understanding of the application of ITIL, contributing to Incident, Problem and Change Management functions.
- You have a working knowledge of ITSM tool functionality to correctly register, categorise, update and fulfil support tickets and service requests at 1st and 2nd line level.
- You have some experience coaching less experienced colleagues, whilst documenting and closing resolved Incidents as per agreed procedures.
- Excellent communication skills, both verbal and written, with the ability to engage with colleagues at all levels.
- Excellent organisational skills and the ability to work both independently and within a team environment.
How to apply
Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the Experience listed in the Success profile above.
Vacancy closes at 23:59 on Sunday 9 August.
We will test your experience as part of the sift process, and if successful, you will be invited to an assessment and interview where we will test these again, along with the technical skills listed above. Full details of the selection process will be made available to shortlisted candidates once the sift has been completed.
Candidates who pass the sift and are invited to the Technical Assessment stage will be issued with a Technical Assessment Candidate Pack, which outlines the details of the assessment.
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
If invited for further assessment, this will consist of an interview and technical assessment. Assessments are scheduled for late August/early September, however, this may be subject to change.
Sponsorship
Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.
Recruitment Principles
As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.
About us
National Records of Scotland (NRS) is Scotland’s record keeper. Our purpose is to collect, preserve and produce information about Scotland's people and history and make it available to inform current and future generations. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
NRS is a Non-Ministerial Department of the Scottish Government observing the Civil Service Code and our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
Working pattern
The standard working week is 35 hours, and we support flexible and hybrid working arrangements where business needs allow. This role requires a minimum of two days per week on site at NRS offices, which includes Thomas Thomson House (base office), General Register House, New Register House and West Register House.
If you would like to discuss any aspect of the role before applying, please contact us.
Security checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions). You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Equality statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Further information can be found on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. For more information on the role, please contact James.Mair@nrscotland.gov.uk.
End User Computing Engineer in Edinburgh employer: Scottish Government
The Scottish Government offers a dynamic and supportive work environment, where you can make a significant impact on customer service and safeguarding across Scotland. With a strong focus on employee development and innovation, you will have access to numerous growth opportunities while working alongside a dedicated team committed to excellence in public service. Join us in shaping a high-performing organisation that values collaboration and strives for transformative results.
StudySmarter Expert Advice🤫
We think this is how you could land End User Computing Engineer in Edinburgh
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Scottish Government values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Scottish Government might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Scottish Government!
✨Direct Apply to Scottish Government
Let's not forget to apply directly through the Scottish Government website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace End User Computing Engineer in Edinburgh
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Scottish Government.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Scottish Government. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Scottish Government
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
