IT Support Analyst Edinburgh, Scotland
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Job summary
Join us in improving services for the people of Scotland
Information & Technology Services (iTECS) is a Division within Scottish Government and part of Digital Directorate. It is headed by the Chief Operating Office and has responsibility for:
Delivering corporate ICT and information services for Scottish Government- Delivering shared ICT services (SCOTS Connect) to paying customers across the central government community in Scotland – shared services customers now make up over 50% of the 215,000 user base
- Protecting Scottish Government's information and ICT assets
- Contributing to the delivery of Digital Public Services by ensuring that our people and businesses are making the most of the digital opportunity; and that ICT public services are customer-centric, collaborative, integrated, efficient and continuously improving by making best use of digital technology.
The SCOTS Delivery Branch is responsible for the strategy, support and utilisation of SCOTS hardware and software products.
- Planning and developing the hardware and software strategy for the Scottish Government.
- Providing enhanced support of our current software and hardware delivery services.
- Maintaining an accurate and robust software and hardware asset management function.
- Evaluating, developing and supporting our print strategy.
As an IT service analyst in SCOTS Delivery you will contribute to the strategy, support and utilisation of hardware and software. This branch will innovate, design and review current and future services. It will feed into the Scottish Governments' overarching aim to reduce costs and improve the hardware and software toolset allowing customers to fulfil their objectives.
Job description
- Demonstration and investigation of new hardware and software technologies and work as part of the project team to implement new solutions
- Respond to enquiries by users in relation to software procurement and installation and manage the process from beginning to end.
- Be able to deal effectively with a broad range of problems of moderate complexity, only escalating those which need specialist or management attention.
- Provide an effective interface between internal stakeholders, service providers, including external commercial suppliers where applicable. This includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
- Work with colleagues and customers as part of a project team to deliver projects on corporate products and tools.
- Maintain an awareness of current developments in the technical specialism.
- Carry out specific assignments related to the technical specialism, either alone or as part of a team.
Person specification
You do not need any specific qualifications for this post, the essential criteria are;
1. Technical understanding of recent Windows Operating Systems, MS Office 365 and have a good understanding of Assyst 10 or similar service management tool, components of SCCM, Microsoft Active Directory and MS Endpoint Management platform (InTune)
2. Experience in a service delivery role, the ability to work with limited supervision, displaying good judgement, strong planning, organisational, influencing and project management skills with an ability to analyse information and determine improvements in services and processes.
3. Experience of working and engaging with a wide range of suppliers, stakeholders, including Ministers, Directors and Senior Management to deliver solutions that meet their outcomes.
4. Good analytical skills to be able to scrutinise issues and draw conclusions, and interpretations from the information available to plan and deliver solutions for customers.
Benefits
- We provide an attractive package with extensive benefits: -
- Salary between £30,558 and £33,539
- £5000 Digital (DDaT) Pay Supplement after a 3-month qualifying period ***
- Generous Pension Scheme with employer contributions ranging from 26.6% to 30.3%
- Flexible working arrangements including compressed hours and flexi time, with potential to accrue up to 4 days off a month
- 25 Days Annual Leave (increasing in line with service) plus 11.5 days Public & Privilege holidays
- Access to a wide range of courses offered by the Scottish Digital Academy, plus opportunities to gain professional memberships and academic qualifications
- Automatic Membership of the Scottish Government DDaT profession and professional development system
Hear from colleagues discussing Digital Careers at Scottish Government.
Click here to learn more about the full range of benefits you could enjoy.
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Selection process details
- Salary between £30,558 and £33,539
- £5000 Digital (DDaT) Pay Supplement after a 3-month qualifying period ***
- Generous Pension Scheme with employer contributions ranging from 26.6% to 30.3%
- Flexible working arrangements including compressed hours and flexi time, with potential to accrue up to 4 days off a month
- 25 Days Annual Leave (increasing in line with service) plus 11.5 days Public & Privilege holidays
- Access to a wide range of courses offered by the Scottish Digital Academy, plus opportunities to gain professional memberships and academic qualifications
- Automatic Membership of the Scottish Government DDaT profession and professional development system
Hear from colleagues discussing Digital Careers at Scottish Government.
Click here to learn more about the full range of benefits you could enjoy.
Feedback will only be provided if you attend an interview or assessment.
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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
Working for the Civil Service
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).
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