Service Desk Analyst (Desktop Support)

Basis Permanent, Full time 36 hours per week. A £312 tax-free working from home allowance is also payable annually.

Location: Edinburgh (Hybrid – minimum 2 days per week in the office).

Benefits: Outstanding benefits including Civil Service Pension Scheme, flexible working, 28+ days holiday, and more.

About the Electoral Commission: The Electoral Commission is the UK’s independent body overseeing elections and regulating political finance. Everything we do is about ensuring trust, participation, and integrity in the democratic process. As we enter a bold new chapter under our five-year Corporate Plan, we are increasing our workforce and transforming how we plan and deliver core services. This post plays a central role in that journey.

About the role: You’ll provide high‑quality 1st and 2nd line IT support to colleagues across the Commission, working from our Edinburgh office. While you’ll support users nationwide through our Service Desk, you’ll also be the sole, dedicated on‑site IT contact in the Edinburgh office. This means you’ll play a particularly important role locally, providing hands‑on deskside support, supporting office‑based technology, and acting as a trusted point of contact for colleagues in the building. You’ll be the first‑person colleagues turn to when they need help, resolving issues quickly and clearly and helping them get the most out of their technology. The role combines remote support with in‑person problem solving and is central to keeping IT services running smoothly for around 300 staff across multiple locations and hybrid working arrangements.

Day to day you will:

• Provide telephone, remote and desk‑side IT support via a busy Service Desk.
• Log, prioritise and resolve incidents and requests within agreed SLAs.
• Support Microsoft 365, Windows 10/11, Azure Virtual Desktop and mobile devices.
• Set up new user accounts and manage access for joiners, movers and leavers.
• Support video conferencing, telephony and collaboration tools (MS Teams/Webex).
• Assist with hardware configuration, deployment and replacement programmes.
• Create and maintain IT documentation and user guides.
• Support IT security processes, including access control and password management.
• Carry out IT asset management and basic auditing activities.
• Occasional travel to other UK offices when required.

About the team: You’ll be part of the IT Service Desk team within the Digital Information, Technology and Facilities directorate. The team delivers frontline IT support across the organisation and works closely with infrastructure, facilities colleagues and external suppliers. Although you’ll work closely with Service Desk colleagues, you’ll also have a high level of autonomy in the Edinburgh office, acting as the local IT face of the organisation. You’ll be supported by a collaborative, knowledgeable team that values customer service, practical problem solving and knowledge sharing.

Who we’re looking for: This role is ideal if you enjoy being hands‑on, taking ownership of issues and building positive working relationships. You’ll be confident supporting users independently on site, while also contributing effectively to a wider Service Desk operation. We’re particularly interested in candidates who bring:

• Experience working in an IT support or Service Desk role, including desk‑side support.
• Excellent customer service skills and a calm, methodical approach to troubleshooting.
• Good working knowledge of Microsoft 365 and Windows 10/11.
• IT Service Desk tools.
• Laptop, peripheral and printer support.
• Mobile devices (iPhone/iPad) and device management.
• Ability to explain technical solutions in clear, non‑technical language.
• Strong organisational skills and the ability to prioritise effectively.
• A collaborative approach, with the ability to work independently.

Relevant professional certification (e.g. Microsoft, ITIL, Service Desk Institute) or equivalent experience is desirable but not essential.

Why work for us? You’ll be joining an organisation with a clear public purpose, where your work directly supports democracy in the UK. We are committed to developing our people and offer a supportive environment with opportunities to grow your technical skills and experience. We offer a strong total reward package, including:

• Flexible working and hybrid model (40% office minimum).
• 28 rising to 30 days annual leave + bank holidays.
• Study support for professional qualifications.
• Ongoing learning and development opportunities.
• Ride2Work, eye care vouchers and more.

The Electoral Commission is proud to be a Level 2 Disability Confident Employer. As part of this commitment, we aim to prioritise interviews for disabled applicants who meet the essential criteria listed in the job description. There may, however, be occasions where it is not practicable or appropriate to interview all disabled applicants who meet the essential criteria. For example, during periods of exceptionally high application volumes or seasonal recruitment activity, the Commission may need to limit the overall number of interviews offered to both disabled and non-disabled applicants. If you have a disability and would like to be considered under this commitment, please indicate this when you apply. We also welcome requests for reasonable adjustments at any stage of the recruitment process or within the workplace.