It Service Desk Analyst

Salary - £30,558 - £33,539 plus a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 month qualifying period
Location - Dundee or Glasgow
Hours - 37 hours per week
Closing Date - 21st January 2024 at Midnight
Reference - 2023-7952
Employment Type - Permanent
Overview
Social Security Scotland, an Executive Agency of the Scottish Government, is the largest and most complex IT and digital change programme since devolution. With a lifetime budget of over £300m, delivering a social security system that will support the people of Scotland for decades to come. Due to the demands of this exciting programme of work, Social Security Scotland is currently experiencing rapid growth and we require more incredible digital, security and technology experts to join us, including Service Desk Analysts.
The role sits within our IT Service Desk team, who are responsible for supporting end users of Social Security Scotland. The team respond to colleagues across all areas of the business, providing support on a wide range of supported services and systems. The team is multi-disciplinary, and bring together a wide range of skills to provide a high standard of troubleshooting and resolution, while delivering excellent customer service.
A Service Desk Analyst provides initial triage, troubleshooting and diagnosis for reported technical incidents, first time resolution where possible, or escalating faults to other technical teams or Service Desk Managers. They also fulfil service requests raised via customer portal for supported services. They are responsible for managing their own workload, offering support to colleagues within the team, ensuring tickets are prioritised in line with service level targets.
DDaT Pay Supplement
This post attracts a £5,000 DDAT pay supplement after a 3 months DDaT competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are temporary payments designed to address recruitment and retention issues caused by market pressures and are subject to regular review. This post is part of the Scottish Government DDaT profession. As a member of the profession, you will join the professional development scheme, currently BCS RoleModel plus
Main Duties
• Supporting end users with incidents related to application/system faults and hardware faults of devices and peripherals.
• Fulfilling requests for access to applications/systems, provisioning of software and deployment of hardware.
• Providing both remote and onsite support where required.
• Maintenance of records including updating ticket notes/communications, asset registers and work instructions.
• Providing cover for scheduled tasks such as proactive system checks, mailbox alert monitoring, phone support, stock checks, user access checks, ticket allocation and prioritisation.
• Contributing to improving team capability through documenting and sharing knowledge with team colleagues, coaching peers and more junior colleagues on processes and technologies.
• Represent the IT Service Desk at divisional and agency-wide stakeholder meetings, and suppliers where required.
Further Information
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot.