Associate Service Desk Analyst in Glasgow

Are you ready to build your digital career while supporting the delivery of a critical national service? Disclosure Scotland (DS), an executive agency of the Scottish Government, is recruiting an Associate End User Computing Engineer to join our Digital and Technology team. As part of Scotland’s public protection system, DS is transforming how it delivers services - using modern, user-focused technology to safeguard vulnerable groups and improve how we work.

In this role, you will provide first-line IT support, managing incidents and service requests, supporting devices and user accounts, and contributing to problem resolution and service improvement activities. Your primary objective will be to deliver reliable, user-focused IT support while developing your skills and contributing to the continuous improvement of our digital services.

Responsibilities:

• Identify and register incidents, gathering the required information and allocating it to the appropriate channel.
• Show an awareness of problem resolution processes.
• Pass problems on to your team.
• Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational).
• Contribute to the implementation of remedies and preventative measures.
• Collate data from depositories and provide basic reporting.
• Show an awareness or understanding of user experience analysis and its principles.
• Explain the purpose of user stories and the focus on user needs.
• Responsible for 1st line support of all desktop, laptop and Macbook ticket issues, including but not limited to – hardware fault investigation, password and account maintenance, setting up accounts as requested, liaising with Security personnel to validate access permissions. Ensuring that all issues are documented within JIRA tickets.
• Use of the JAMF Apple management suite to administer Macbook devices documenting all assets and ensuring that hardware, software and licence details are fully documented and up to date at all times by reviewing the asset register regularly.

Essential Experience:

• Experience of providing 1st line resolution by troubleshooting basic incidents, recording actions taken and escalating more complex issues to senior colleagues for resolution to meet the needs of the customer.
• Demonstrate an understanding of ITIL functions, such as Incident and Problem Management providing support to these roles to aid development.
• Experience of ITSM tool functionality to correctly register, categorise, update and fulfil support tickets and service requests at 1st line level.
• 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 in 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 Profiles above. Be sure to provide specific examples of work that you’ve done that showcase your relevant experience. 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.

Following the application sift, there may be a telephone interview as part of the assessment process before the main interview. Assessments are scheduled for w/c 15 June 2026 however this may be subject to change. Apply before 23:59 on 31 May 2026.

This post is open to internal candidates and Common Citizenship Organisations only (external candidates and staff from UK Other Government Departments are not eligible to apply for this vacancy).

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. You will be required to be on site 3 days per week.

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). Applicants must be willing to go through Home Office Security Clearance check (SC), this is on top of the standard BPSS that all SG staff are required to get and pass.

Equality statement:

We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.

Further information: Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.