At a Glance
- Tasks: Provide 1st Line ICT Support to 20,000 customers and resolve technical queries.
- Company: Join the Scottish Government and be part of a team making a difference.
- Benefits: Flexible working hours, supportive environment, and career development opportunities.
- Other info: Dynamic role with opportunities for growth in the digital sector.
- Why this job: Make an impact by improving public services through technology.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 31500 - 38500 £ per year.
As an IT Service Desk Analyst, you will be part of a team providing 1st Line ICT Support to around 20,000 customers on the SCOTS platform. In this role, you will be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams.
The IT Service Desk operates between the hours of 08:00 – 16:00 Monday to Thursday and 08:00 – 15:30 on a Friday. You will be expected to provide cover during these hours on a rota basis with a minimum of two days in the office per week. The role will be based in Edinburgh (Saughton House), however some travel between Scottish Government buildings may be required.
Information Support Services Branch (ITSS) is part of the Information & Technology Services (iTECS) Division where staff are in daily contact with SCOTS customers. Our Services include:
- Desktop and mobile support
- IT Service Desk
- IT Support for major events and projects
- Implementing and influencing wider iTECS technical and business strategies
Our mission is to support and improve the delivery of public services in Scotland by enabling our customers to make the most of technology and resources.
Responsibilities
- Track, log and correct information to protect assets and components.
- Show an awareness of developing process efficiency and common ways in which processes are optimised.
- Support specific activities to improve development processes.
- Spot or identify obvious deficiencies.
- Resolve user requests to a minimum of the agreed service level agreement.
- Empathise with the end user.
- Use customer-focused metrics to achieve a satisfying outcome.
- Own an issue until a new owner has been found or the problem has been mitigated or resolved.
- Show an awareness of different products and services.
- Add a commentary that provides an interpretation of the data set.
- Show an awareness of the relevant subject matter and a high level understanding of what it involves.
- Show an awareness or understanding of user experience analysis and its principles.
- Explain the purpose of user stories and the focus on user needs.
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.
Experience:
- Lead Criteria 1: Performing tasks such as taking calls from customers and trying to resolve their queries.
- Lead Criteria 2: Customer care, communication skills and telephone manner.
- Good analytical skills to be able to scrutinise issues and draw conclusions.
- Organisational skills and ability to work in a team environment.
Behaviours:
Working Together (Level 1)
You can find out more about Success Profiles Behaviours, here. Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.
Technical Skills:
This role is aligned to the Service Desk Manager, General Service Desk analyst within IT Operations.
You can find out more about the skills required, here: Service desk manager - Government Digital and Data Profession Capability Framework. These skills are assessed by technical assessment, designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed, plus the method of assessment.
Qualifications
How to apply
Apply online, providing a CV and Supporting Statement (of no more than 500 words) which provides evidence of how you meet each of the four Experience criteria listed in the Success Profile above. Candidates will have their applications assessed against all Experience criteria. If a large number of applications are received an initial sift will be conducted on the Lead Criteria highlighted above. Candidates who pass the initial sift will have their applications fully assessed.
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 GDD Technical assessment where the behaviours, experiences and technical skills outlined in the Success Profile will be assessed.
The sift is scheduled for w/c Monday 7th September. Interviews and Technical assessments are scheduled for w/c Monday 28th September, however these may be subject to change.
Skilled Worker Sponsorship not being offered
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
The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
Our staff are part of the UK Civil Service observing the Civil Service Code and 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
Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role, including Flexi-leave. Scottish Government staff in hybrid-compatible roles should aim to work in-person 40% of the time, either in an office or other agreed work location. If you have specific questions about the role you are applying for, please contact us.
If you have specific questions about the role you are applying for, please contact Digitalcareers@gov.scot.
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.
Government, Digital and Data Profession
The Government Digital and Data (GDD) Profession is a UK-wide group of over 24,000 civil servants dedicated to driving digital transformation in government through more efficient, data-driven public services. This community oversees a wide range of responsibilities, including architects, data scientists, engineers, and content designers, across different, multidisciplinary teams. The profession, sponsored by the Government Digital Service (GDS), offers the frameworks, skills, and development routes necessary for these individuals to thrive and produce improved outcomes for the public.
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
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes.
Apply before Sunday 6th September 23:59.
Contact Name: Lee Shevlin
Contact e-Mail: Digitalcareers@gov.scot
IT Service Desk Analyst in Edinburgh employer: Scottish Government
The Scottish Government is an excellent employer, offering a supportive and inclusive work environment in the heart of Edinburgh. As an IT Service Desk Analyst, you will have the opportunity to contribute to meaningful public service improvements while enjoying flexible working options and a commitment to employee growth and development. With a focus on collaboration and innovation, this role provides a unique chance to be part of a dedicated team driving digital transformation across Scotland.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst 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 IT Service Desk Analyst 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.
