IT Service Desk Analyst
Salary: £36,366 – £39,037 per annum
Pension: 28.97% (RoS contribution)
Annual Leave: 38 days annually, increasing to 42 days with length of service.
Working Pattern: 35 hours per week; flexible arrangements including compressed hours, term‑time or part‑time. Shift patterns: 07:30–15:00, 08:45–16:15 or 10:00–17:30, Monday to Friday. Occasional on‑site presence in Edinburgh and Glasgow required.
Location: Meadowbank House, Edinburgh (hybrid) with occasional support at St Vincent Plaza, Glasgow.
Benefits
* Purpose‑driven work contributing to land and property registration for Scotland.
* Flexible, hybrid working arrangements available.
* Pay progression, pension contributions up to 28.97%, up to a year’s parental leave, and 38 days holiday (increasing to 42 days).
* Investment in professional development to build skills.
* Commitment to diversity, inclusion, and disability confidence.
* Positive, innovative work culture with autonomy.
Key Responsibilities
Customer Support and Service Delivery
* Act as first point of contact for IT incidents, service requests and changes; log, categorise, prioritise and progress incidents through agreed processes.
* Provide advice, guidance and first‑line technical support via phone, email, Teams, face‑to‑face and ServiceNow.
* Monitor incidents, requests and tasks to ensure timely resolution in line with SLAs.
* Recognise serious or recurring issues, maintain accurate records and communicate updates to customers and colleagues.
* Support service continuity and operational delivery by identifying patterns and reducing repeat incidents.
Stakeholder and Customer Relationship Management
* Build and maintain positive relationships with customers, colleagues and stakeholders for a professional, responsive service.
* Maintain regular contact with customers, manage expectations and deliver transparency throughout the incident lifecycle.
* Develop a strong understanding of business systems, services and processes to provide effective first‑line support.
* Collaborate with IT, Customer Services, HR, Estates and other internal teams to support service delivery.
* Promote knowledge sharing and collaboration to improve customer experience.
Reporting, Records & Knowledge Management
* Maintain accurate and up‑to‑date records of incidents, service requests, activities and IT assets in line with audit requirements.
* Support production of service, management and performance information; provide updates and reports as required.
* Review, update and create knowledge articles, work instructions and other documentation for consistent service delivery.
* Document task progress, service updates, lessons learned and support materials to enhance transparency.
* Gather and use customer feedback to identify trends, monitor performance and drive service improvements.
Team Contribution and Continuous Improvement
* Collaborate within agreed Service Desk roles, shift patterns and team rosters to deliver individual and team objectives.
* Support, guide and share knowledge with new or junior colleagues to build capability.
* Contribute to service improvements, operational initiatives and business‑as‑usual activities.
* Take ownership of allocated tasks or work packages; track progress, identify risks or dependencies early and maintain delivery against milestones.
* Suggest ideas to improve team processes, service quality, tools and ways of working; escalating issues when necessary.
Qualifications
Experience
* Experience in an IT Service Desk or first‑line support environment.
* Experience logging, triaging and progressing incidents and service requests.
* Experience troubleshooting user issues and escalating appropriately.
* Experience working to service standards, deadlines or SLAs.
* Experience maintaining accurate support records, knowledge articles and documentation.
Technical Skills
* Demonstrable understanding of ITIL practices.
* Practical understanding of Microsoft 365 products, including Teams.
* Experience using ServiceNow or a comparable IT service management system.
* Working knowledge of IT ticketing systems for incident and request management.
* Practical knowledge of standard desktop, laptop and peripheral support issues.
Equality, Diversity and Inclusion
Applicants must meet nationality and immigration eligibility: United Kingdom, Republic of Ireland, Commonwealth, EU settled or pre‑settled, certain EEA, Swiss and Turkish nationals. A diversity monitoring form will be provided during the recruitment process.
Disability confident scheme; we welcome candidates from underrepresented groups.
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