IT Service Desk Analyst

Job summary

Are you a problem-solver with a passion for technology and delivering excellent customer service? Do you thrive in a fast-paced environment where no two days are the same?

The Crown Office and Procurator Fiscal Service (COPFS) is looking for an enthusiastic and customer-focused IT Service Desk Analyst to join our Information Services Division (ISD). As the first point of contact for IT support, you will play a key role in ensuring colleagues across the organisation have the technology, systems, and support they need to deliver vital public services.

Working as part of a busy Service Desk team, you will provide first-line technical support, troubleshoot a wide range of hardware, software, and access issues, and manage incidents and service requests through to resolution. From supporting Microsoft 365 and Active Directory environments to configuring laptops and mobile devices, you'll use your technical knowledge and problem-solving skills to deliver effective solutions and a positive user experience.

This is an excellent opportunity for someone with IT support experience who enjoys helping others, communicating with a diverse range of users, and working collaboratively to maintain high-quality digital services. If you're looking to develop your skills within a supportive team while making a meaningful contribution to public service, we'd love to hear from you.

Job description

The Information Services Division (ISD) delivers a wide range of efficient and secure digital services that support COPFS operations and help the organisation carry out its core functions effectively. ISD plays an important role in supporting staff across the service by maintaining key systems, improving digital capability, and ensuring users have access to the technology and support they need to work confidently and efficiently.

As an IT Service Desk Analyst, you will be the first point of contact for IT support within COPFS. This frontline role is essential to providing a smooth and responsive user experience. You will provide technical support to staff across the organisation, helping to identify, assess, and resolve a variety of issues relating to hardware, software, and key systems. You will also help maintain service continuity by responding promptly to user queries, providing clear advice and guidance, and escalating issues when required.

Person specification

SCOPE OF THE ROLE

• Troubleshoot and resolve hardware, software, and network issues.
• Log, manage, and escalate incidents and service requests in line with agreed Service Level Agreements.
• Maintain clear and professional communication with users throughout the support process, ensuring a positive user experience.

ROLE SPECIFIC DUTIES

• Provide first-line telephone and digital support to internal staff and external stakeholders.
• Resolve IT issues and fulfil service requests, including equipment orders and access changes.
• Log and manage incidents within agreed timeframes, keeping users informed throughout the resolution process.
• Adhere to internal IT policies, procedures, and service standards.
• Perform additional support tasks as required by the service desk team.
• Respond to and resolve IT support requests, including password resets, software installations, and access permissions.
• Assist in the setup and configuration of onsite hardware such as laptops and mobile devices.
• Support the rollout of software updates, patches, and security configurations across user devices.

Please note that these lists are not exhaustive, and other duties may be required as appropriate to the role.

Benefits

Alongside your salary of £27,164, Crown Office and Procurator Fiscal Service contributes £7,869 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

We offer an excellent range of benefits which include:

• • 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 2 years).
  • Generous Civil Service Pension employer contribution, on average over 28.97% of your pay
  • Flexible working hours and family friendly approach to work.
  • Cycle to Work Scheme and Season Ticket Loans.
  • Employee Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Please see application pack.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo an enhanced (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Mark Gaskin
• Email : mark.gaskin@copfs.gov.uk

Recruitment team

• Email : Recruitment@copfs.gov.uk

Further information

Please see application pack.