At a Glance
- Tasks: Provide top-notch system support and resolve queries for the Scottish Public Pensions Agency.
- Company: Join a supportive team at the Scottish Public Pensions Agency, making a difference for over half a million people.
- Benefits: Enjoy flexible working, professional development, and a welcoming office environment.
- Other info: Great career growth opportunities in a dynamic and inclusive workplace.
- Why this job: Be part of a meaningful mission that protects the financial futures of Scotland's public service workers.
- Qualifications: Experience in system support and excellent customer service skills are essential.
The predicted salary is between 32474 - 39690 £ per year.
The Scottish Public Pensions Agency (SPPA) administers pensions for Scottish Teachers, Police, Firefighters and National Health Service employees on behalf of the Scottish Government. We're responsible for protecting the financial futures of over half a million people, that’s around 1 in 10 people in Scotland.
If you’re looking for meaningful work, a supportive environment and a career with purpose, you’ll find it at the SPPA. Our office is based in Tweedbank in the Scottish Borders, the train station is a short two minute walk away and offers regular services to and from Edinburgh Waverley, making it a convenient and well connected location for commuters. The surrounding area offers access to green space, walking routes and a strong sense of local community, supporting wellbeing both in and outside of work.
Our modern office building is designed to support flexible and collaborative working, with spaces for teamwork, quiet focus and hybrid working. Colleagues benefit from a comfortable, welcoming environment that reflects our commitment to wellbeing and inclusion.
The Operational Support Team are responsible for delivering high-quality system support to our users across all areas of SPPA, covering NHS, Teachers, Police & Fire Schemes. The Team has recently moved to Operational Service Delivery and will be taking on additional responsibility for other Operational Systems such as Liberty and Engage. We are continuing to develop a close working relationship with our SPPA Continuous Improvement and Business Transformation colleagues, and an important part of our role is to build and maintain relationships with our Pensions Administration provider Heywood in respect of Altair.
In the Operational Support Technician role, you will act as the first point of contact for the majority of Operational Service Delivery system enquiries. The team works in a fast-paced environment where we manage queries from team colleagues and incidents that need investigation and resolution. You will provide technical support and guidance to users across SPPA. This role ensures that the services are managed efficiently and professionally, with a strong focus on customer service, system reliability, and issue resolution.
A key aspect of this role involves maintaining a strong, collaborative relationship with our system providers. You will act as a liaison for any reported support cases, helping to ensure timely resolution of issues and continuous service improvement.
- Helpdesk Incident Management & SLA Ownership: Take full ownership of Helpdesk calls for the Altair pension administration system, ensuring incidents are investigated, resolved, or progressed in line with agreed SLAs while proactively keeping users informed of progress.
- Defect Investigation & Supplier Liaison: Investigate system defects arising from Helpdesk calls and quarterly Altair release testing by analysing evidence, identifying root causes where possible, and raising issues with Heywood for further investigation and resolution.
- Defect & Change Management: Manage defects and service requests through the IT Helpdesk and Heywood’s Sostenuto portal, collaborating with colleagues, stakeholders, and suppliers to ensure timely resolution. Own all Altair change requests, ensuring the Altair Change Management Process is followed from testing through to implementation across all eight Altair services.
- System Upgrade Support: Support the Operational Support Manager with the planning and coordination of quarterly Altair releases, ensuring Operations Support Team testing is completed and any issues are addressed prior to release.
- Continuous Improvement, Training & Service Enhancement: Working closely with the Continuous Improvement Team to promote a culture of best practice by implementing in-house system and process enhancements across Operational teams and the wider agency. Ensure appropriate testing is completed and work collaboratively with the Technical Training Team to support the successful rollout and adoption of new system functionality.
- System Administration & Maintenance: Complete monthly Altair housekeeping and maintenance routines. Maintain and update all Altair documentation, task structures, and workflow processes.
- Project & Implementation Support: Provide systems support to SPPA projects, including the rollout of new software, system upgrades, and enhanced Altair functionality, ensuring successful implementation and transition into operational use.
- Professional Development & Subject Matter Expertise: Take responsibility for personal development by maintaining an active development plan. Build and maintain strong Operational System knowledge, acting as a Subject Matter Expert (SME) to colleagues and stakeholders.
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: Data and Insight – Working
- Experience: Experience of providing effective system support to a wide range of customers and stakeholders through both face-to-face and digital channels. Proven ability to build positive working relationships, understand user needs, resolve queries efficiently, and deliver excellent customer service while ensuring business systems are used effectively and support requirements are met in a timely manner.
- Behaviours: Communicating and Influencing – Level 2, Working Together – Level 2, Changing and Improving – Level 2
Apply online, providing a CV and supporting statement (of no more than 750 words) providing evidence of how you meet the behaviours, experience and technical skills listed in the Success Profile above. Both the CV and the supporting statement provided will be assessed against the criteria for the role.
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). 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.
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. We support flexible working and encourage applications from people from all backgrounds, including those starting their careers, changing careers, or returning to work.
Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options, with two days minimum working on site at SPPA.
Apply Before: 30th August 2026 (23:59) - This role is open to internal candidates, OGD and Common Citizenship organisations only.
Operational Support Technician 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 Operational Support Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Scottish Government. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Scottish Government before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operational Support Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Scottish Government:Your cover letter is your chance to shine! Tell us why you want to work at Scottish Government specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Scottish Government!
How to prepare for a job interview at Scottish Government
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
