IT Service Desk Analyst

Job summary

The IT Service Desk Analyst provides a professional, customer focused first line IT support service in a fast-paced environment. Acting as a key point of contact between IT and the wider organisation, the role is responsible for logging, triaging and progressing incidents and service requests, applying appropriate prioritisation, and resolving issues at first point of contact wherever possible, while always ensuring a high standard of customer service.

The postholder supports colleagues through multiple channels including phone, email, Microsoft Teams, face to face contact and ServiceNow. They are expected to take ownership of issues through to resolution where possible, apply appropriate prioritisation and escalation, and contribute to the smooth running of day to day Service Desk operations.

The role also supports continuous improvement by identifying recurring issues, maintaining accurate records and documentation, contributing to knowledge sharing, and working collaboratively with colleagues and stakeholders to improve service performance and customer experience.

Job description

On a typical day you will…

Customer Support and Service Delivery

• Act as a first point of contact for IT incidents, service requests and changes, ensuring issues are correctly logged, categorised, prioritised and progressed through agreed processes.

• Provide advice, guidance and first line technical support to colleagues, aiming to resolve issues at the first point of contact wherever possible and escalating where required.

• Monitor incidents, requests and tasks to ensure timely progress and resolution in line with service level agreements and agreed service standards.

• Recognise serious or recurring issues, maintain accurate records, and ensure relevant updates are communicated clearly to customers and colleagues.

• Support service continuity and day to day operational delivery by identifying patterns, reducing repeat issues and contributing to effective incident handling.

Stakeholder and Customer Relationship Management

• Build and maintain positive working relationships with customers, colleagues and stakeholders to ensure a professional, responsive and customer focused service.

• Take ownership of incidents and service requests through to resolution, maintaining regular contact with customers and managing expectations throughout.

• Develop a strong understanding of business systems, services and processes in order to provide effective first-line support and resolve a broad range of issues at the earliest opportunity.

• Work collaboratively with IT colleagues, Customer Services and other internal teams such as HR and Estates to support service delivery and hybrid working arrangements.

• Promote knowledge sharing and collaborative working across teams to improve the customer experience and support joined up delivery.

Reporting, Records and Knowledge Management

• Maintain accurate and up to date records of incidents, service requests, activities and IT assets in line with departmental processes and audit requirements.

• Support the production of service, management and performance information, providing updates and reports as required by the operational lead or line manager.

• Review, update and create knowledge articles, local work instructions and other documentation to support consistent service delivery and problem resolution.

• Maintain clear documentation on task progress, service updates, lessons learned and support materials to improve transparency and knowledge sharing.

• Gather and use customer feedback and service information to identify trends, monitor performance and support service improvements.

Team Contribution and Continuous Improvement

• Work collaboratively within agreed Service Desk roles, shift patterns and team rotas, contributing to both individual and team objectives.

• Provide support, guidance and knowledge sharing to new or junior colleagues to help build capability and consistency across the team.

• Contribute to service improvements, operational initiatives and business as usual activities relating to IT services, tools and processes.

• Take ownership of allocated tasks or work packages, track progress, identify risks or dependencies early, and help maintain delivery against agreed milestones.

• Contribute ideas to improve team processes, service quality, tools and ways of working, escalating issues where formal decisions or additional support are needed.

Additional Information

Our operational hours are Monday to Friday, 07:30 to 17:30. The successful candidate will be required to work within a shift pattern and team rota. Current shift patterns are 07:30 to 15:00, 08:45 to 16:15 and 10:00 to 17:30, Monday to Friday.

There is a requirement to work flexibly as part of the rota, including regular onsite presence in the Edinburgh office to support operational activity. The rota will be reviewed regularly in line with service need. Support for the Glasgow office may also be required on occasion.

Person specification

Essential Criteria – Skills and Attributes for Success

We will assess you against the following Experience and Technical skills during both the application and assessment process:

Experience:

• Experience of working in an IT Service Desk or first-line support environment

• Experience of logging, triaging and progressing incidents and service requests

• Experience of troubleshooting user issues and escalating where appropriate

• Experience of working to service standards, deadlines or service level agreements

• Experience of maintaining accurate support records, knowledge articles or documentation

Technical:

• Demonstrable understanding of ITIL practices

• A practical understanding of Microsoft 365 products, including Teams.

• Demonstrable experience using ServiceNow or a similar IT service management system.

• Working knowledge of IT ticketing systems, including incident and request management processes.

• Demonstrable practical knowledge of standard desktop, laptop, and peripheral support issues, including day‑to‑day troubleshooting.

Behaviours

At application stage, you will be scored against the bolded Behaviours and against all Behaviours for the assessment:

Communicating and Influencing

• Communicate clearly and professionally with customers, colleagues and stakeholders across phone, email, Microsoft Teams and face to face channels.

• Explain technical issues, updates and next steps in plain language, helping customers understand what action is being taken.

• Respond to questions and challenging situations with confidence, tact and sensitivity, while maintaining a positive customer experience.

Managing a Quality Service

• Deliver a high quality first line IT support service by accurately logging, prioritising and progressing incidents and service requests.

• Take ownership of issues where possible, keeping customers and colleagues informed of progress and expected resolution.

• Identify common service issues and contribute to practical improvements that enhance service quality and efficiency.

Working Together

• Build and maintain positive working relationships across the Service Desk, wider IT teams and the business to support effective service delivery.

• Share knowledge, information and good practice with colleagues to support consistency and improve team capability.

• Work collaboratively within team rotas, shared priorities and agreed processes to help deliver team objectives.

Changing and Improving

• Regularly review your own work and identify opportunities to improve service delivery, reduce repeat issues and make processes simpler and more effective for users and colleagues.

• Contribute positively to changes in systems, processes and ways of working, helping others understand and adapt to new approaches where needed.

• Make effective use of technology, knowledge articles and service data to improve efficiency, support continuous improvement and strengthen the quality of the support provided

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service
• Working Together

Benefits

Alongside your salary of £36,366, Registers of Scotland contributes £10,535 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Stage one - Application Process

To apply, click on 'Apply now' and complete the online application form. You will need to submit:

1. A CV outlining your career history and how you meet the essential criteria (max 4 pages).

1. You will have to complete the application questions regarding 2 behaviours, Communicating and Influencing and Managing a Quality Service (max 300 words per answer)

Please note:

• If we receive a high volume of applications, we may complete an initial sift on Technical Experience

• 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 will not be scored or statements over 300 words will not be considered.

• We would strongly recommend that your statement is written in the STAR format (Situation, Task, Action & Result) and suggest 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 which will include the following:

• Behaviour based interview to assess the behaviours

• Case study Exercise to assess the Experience and Technical Skills

Behaviour based interview questions will be given to candidates 15 minutes before the start of the interview to allow candidates to prepare in advance. You will be able to take short notes with you into the interview from your preparation.

Recruitment timeline:
Close: 24th of May at 23:59
Sift: 25th of May
Interviews: week commencing 9th of June

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

Security

Successful candidates must undergo a 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

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 : talent@ros.gov.uk
• Email : talent@ros.gov.uk

Recruitment team

• Email : talent@ros.gov.uk

Further information

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.