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- Tasks: Manage customer interactions and resolve technical issues while ensuring satisfaction.
- Company: Join a friendly, award-winning team focused on exceptional service.
- Benefits: Gain valuable experience in a dynamic environment with growth opportunities.
- Why this job: Be the first point of contact and make a real difference for customers.
- Qualifications: Relevant IT experience or HND required; strong communication skills essential.
- Other info: We value diversity and encourage all qualified candidates to apply.
The predicted salary is between 28800 - 43200 ÂŁ per year.
We have one opening for a 1st Line Support Analyst to join our dedicated and friendly team, focused on providing exceptional service to our end users. As a 1st Line Support Analyst, you’ll be responsible for managing and documenting all customer interactions. Acting as the main point of contact, you’ll record issues, perform initial diagnoses, and, where possible, resolve problems to ensure customer satisfaction. If resolution is not possible, you’ll elevate the issue to the appropriate team for further handling.
The role requires a customer‑centric approach, with the ability to understand and address technical challenges. Strong communication skills are essential, particularly in active listening and asking questions to gather necessary information. You should be detail‑oriented with solid analytical and problem‑solving abilities, especially in an environment with changing priorities. Under the guidance of the Service Desk Team Leader, you’ll also contribute to ongoing service improvements and collaborate with other Operations teams to enhance service delivery.
To be successful, you should have relevant work experience equivalent to SCQF Level 7 or an HND in an IT‑related field. A customer‑focused mindset, combined with the ability to innovate and deliver cost‑effective solutions, will be highly valued.
- Manage and document all customer interactions.
- Act as main point of contact: record issues, perform initial diagnosis, and resolve where possible.
- Escalate unresolved issues to the appropriate teams.
- Contribute to service improvements and collaborate with Operations teams.
- Maintain accurate records and report on metrics.
Required qualifications and experience:
- Relevant work experience equivalent to SCQF Level 7 or an HND in IT.
- Strong communication, active listening, and questioning skills.
- Detail‑oriented with analytical and problem‑solving abilities.
- Experience in a dynamic environment with changing priorities.
Values:
- We put the needs of our customers at the heart of all we do.
- We make use of our combined strengths and expertise to deliver the best outcomes.
- We demonstrate self‑motivation, personal responsibility, and respect.
- We continually improve to achieve excellence.
SDS is an award‑winning equal opportunities and fair work employer. We encourage applications from all qualified candidates regardless of age, disability, gender identity, sexual orientation, religion, belief or race. Our application process is anonymised – please avoid revealing identifying characteristics. The closing date to submit your application is 25th January 2026. Interviews are expected to be scheduled promptly thereafter.
If this opportunity excites you and you would like to discuss the role in more detail, please contact Thomas Carson or Donna Cargill.
1st Line Support Analyst in Scotland employer: Skills Development Scotland
Contact Detail:
Skills Development Scotland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Analyst in Scotland
✨Tip Number 1
Get to know the company! Research their values and culture so you can show how you fit in. When you apply through our website, mention specific projects or initiatives that excite you.
✨Tip Number 2
Practice your active listening skills. During interviews, make sure to listen carefully to the questions and respond thoughtfully. This shows you’re customer-focused and ready to tackle any challenges.
✨Tip Number 3
Be prepared to discuss your problem-solving approach. Think of examples where you’ve successfully resolved issues in a dynamic environment. This will highlight your analytical abilities and adaptability.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace 1st Line Support Analyst in Scotland
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience and skills that match the job description. We want to see how you can bring your unique strengths to our team!
Show Off Your Communication Skills: Since strong communication is key for this role, use your application to demonstrate your ability to convey information clearly. We love seeing examples of how you've effectively communicated in past roles!
Be Detail-Oriented: Pay attention to the details in your application. Ensure there are no typos or errors, as this reflects your analytical skills and attention to customer satisfaction. We appreciate candidates who take pride in their work!
Apply Through Our Website: We encourage you 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!
How to prepare for a job interview at Skills Development Scotland
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to 1st Line Support. Familiarise yourself with common issues and solutions, as well as the tools and software typically used in this role. This will help you demonstrate your problem-solving abilities during the interview.
✨Show Off Your Communication Skills
Since strong communication is key for this position, practice active listening and clear articulation of your thoughts. During the interview, be prepared to explain how you would gather information from customers and how you would communicate solutions effectively.
✨Be Customer-Centric
Emphasise your customer-focused mindset. Share examples from your past experiences where you went above and beyond to ensure customer satisfaction. This will show that you align with the company's values and understand the importance of putting customers first.
✨Prepare for Dynamic Scenarios
Expect questions about handling changing priorities and dynamic environments. Think of specific instances where you successfully managed multiple tasks or adapted to sudden changes. This will highlight your analytical skills and ability to thrive under pressure.
