Service desk analyst Salary: £33,785 to £36,266 Pension: 28.97% Annual leave: 38 days annual holiday, increasing to 42 days with length of service. Duration: Permanent Working Pattern: 35 hours per week. Location: Hybrid working model – The Service Desk team are essential workers who are currently work in a hybrid approach, working on site within MBH on a rotational basis and occasional cover in our St Vincent Plaza (SVP) Glasgow office Grade : Executive Officer Closing date: Sunday 20 July at 23:59pm Number of vacancies: 2 Registers of Scotland (RoS) manages 21 land, property and other legal registers which are a critical asset for the Scottish economy. We aim to provide the best public service for Scotland and are on a mission to make some of the oldest public land registers in the world into some of the most modern. We are committed to providing the best service to our customers through the creation of award-winning digital services, supported by the latest in cloud and AI technology. Join an award-winning organisation recognised for its technology and innovation. Registers of Scotland is a world-leading pioneer in land and property registration. Our full-stack teams design, architect, and build all our registration products in-house. We work to create digital solutions for the people of Scotland. You will get an opportunity to nurture your creativity and develop with us through access to the latest data, software engineering and product delivery techniques. This job is for you if you want… Work with purpose: working for the people of Scotland to set the bar for land and property registration worldwide. Flexible and hybrid working : Hybrid working model – this role requires a minimum of 80% on-site attendance in our Edinburgh office, based on a rotating schedule. Occasional travel between our Edinburgh and Glasgow offices is also required. Benefits: enjoy pay progression, pension contributions of up to 28.97%, up to a year’s parental leave, and 38 days annual holiday, increasing to 42 days with length of service. Investment in professional development: we invest in all our people so that they have the right skills to be productive and confident in their job. Diversity and Inclusion: We are an ‘Investor in People’ and a ‘Disability Confident’ employer. We are inclusive, stronger together, and committed to putting our people first. Positive work culture: RoS is an agile, digital organisation using leading-edge technology. Colleagues understand their role in achieving our strategy and have the autonomy to deliver. To learn more about RoS and what we offer visit our careers pages or watch this short video. The Role Are you passionate about delivering exceptional IT support and ready to take on a role that blends remote service desk expertise with hands-on, onsite technical support? We’re looking for a proactive and customer-focused Service Desk Analyst / Onsite IT Engineer to join our fast-paced team. In this hybrid role, you’ll be the first point of contact for IT issues, resolving incidents and requests efficiently while also supporting hardware, networks, and critical business systems on-site. You’ll receive in-person training at our Edinburgh office and work within a supportive rota-based shift pattern (07:30–15:00, 08:45–16:15, 10:00–17:30), with regular office presence and occasional support for our Glasgow location. This role requires onsite presence at our Edinburgh office for up to four days per week, based on business needs. If you're a problem-solver who thrives in a collaborative environment and loves making a real impact, we want to hear from you! On a typical day you will… Log, prioritise, and resolve IT incidents and requests, escalating when needed Deliver first-line support via ServiceNow, phones, MS Teams Collaborate with IT, HR, and Estates to support hybrid working setups Monitor ticket queues to meet SLAs and ensure timely updates Identify recurring issues and suggest service improvements Build strong relationships with users and digital teams Maintain accurate asset records and support hardware deployments Mentor new team members and contribute to knowledge sharing Support BAU tasks, service improvements, and project activities Track task progress, flag risks, and maintain clear documentation Provide regular updates to managers and contribute to service reviews Essential Criteria – Skills and Attributes for Success Experience/Technical: We will assess you against the following bolded Experience and Technical skills during the application and all remaining during assessment process: ITIL 4 (Foundation) certified Experienced with Microsoft Office 365 suite, including Teams Competencies At application and assessment stage, you will be scored against the below Competencies: Leading and Communicating / Collaborating and Partnering (Cluster) Excellent communication skills, with the ability to listen, empathize, and reassure customers while developing and maintaining strong relationships with a diverse range of stakeholders. Proven ability to collaborate with cross-functional teams, supporting knowledge sharing and fostering a cooperative work environment. Able to provide guidance and support to junior team members to promote team cohesion and development. Analysis and Making Effective Decisions Ability to work using own initiative to troubleshoot and resolve issues, analyse available information, and apply solutions that improve customer outcomes and business success. Ability to make data-driven decisions, considering customer needs, process improvements, and service optimisation. Delivering a Quality of Service Ability to manage your own workload effectively, balancing multiple priorities and deadlines, while maintaining a focus on delivering high-quality service. Committed to continuously improving the quality of services, data, and products offered by RoS, ensuring consistent performance and customer satisfaction. Demonstrating Commitment and Drive Excellent organisational skills with a proven ability to work both independently and as part of a team, managing your tasks and responsibilities effectively. Strong customer and business focus, with a commitment to delivering results in a fast-paced environment. Proactive in identifying areas for improvement, contributing to service and process enhancements. Stage one - Application Process To apply, click on 'Apply now' and complete the online application form. You will need to submit: A CV outlining your career history and how you meet the technical criteria (max 4 pages). Confirm you hold a minimum ITIL (Foundation) Certification 4 Responses explaining how you meet the required competency aspects of the role (maximum 300 words per answer in the spaces provided). Please note: If we receive a high volume of applications, we may complete an initial sift on Technical/ Experience criteria and Leading and Communicating Competency We reserve the right to invite candidates to participate in a telephone interview prior to being further assessed. Applications that are not accompanied by CVs or responses exceeding 300 words per competency will not be considered. We would strongly recommend that your statement is written in the STAR format (Situation, Task, Action & Result) and preparing your answers using software such as MS Word or Google Docs, and then uploading the file. We strongly advise you review our policy on responsible use of AI in the application process. RoS may check answers with an AI detection tool and will contact you for a pre-screening call to verify your responses. Applications and appointments are subject to a strict merit-based assessment process, in line with the Civil Service Recruitment Principles. Stage two – assessment If successful at application stage, you will be invited to an in-person interview in our Edinburgh Office, 153 London Road, Edinburgh EH8 7AU which will include the following: Competency based interview A pre-prepared presentation exercise with question and answer section Information on our Competency Framework For further information on the competencies, visit our Competency Framework. Recruitment timeline Closing date : 20 July 2025 Application sift: 21-22 July Invites to assessment : 23 July Interviews : Week commencing 28 July (subject to change) Feedback Feedback will only be provided if you progress to interview stage. Reserve List In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months. Nationality and immigration status In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the United Kingdom, the Republic of Ireland, and the Commonwealth. EU nationals (with settled or pre-settled status), certain EEA nationals, Swiss and Turkish nationals are also eligible for employment. Detailed provisions on determining eligibility on the grounds of nationality and, where relevant, immigration status can be reviewed here. Security Successful candidates must undergo a Basic Disclosure Scotland check. Individuals working with government assets must complete baseline personnel security standard checks. Equality, diversity and inclusion As a proud member of the Disability Confident Scheme, we welcome applications from disabled candidates. RoS is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of selection process is used. To learn more about diversity at RoS please see our EDI strategy. As part of the application process, we would like to invite you to please complete our diversity monitoring form. This information is not shared with recruitment panels. If you require any adjustments to our recruitment process, please let us know via resourcing@ros.gov.uk. Please see this page for more information on adjustments. Further information For further information relating to RoS, including: Additional details on pay & benefits The Civil Service Code Complaints process Use of AI in the application/recruitment process, Please view our additional information page online. If you have any questions, please contact resourcing@ros.gov.uk