Service Desk Analyst

Job Description

The Scottish Qualifications Authority is Scotland’s national awarding and accreditation body.  We are trusted to oversee thousands of qualifications that are available in schools, colleges and workplaces, not just in this country, but around the world.

We are looking for a Service Desk Analyst to work within the Service Delivery team.

The successful candidate will be required to provide 1st level support for SQA staff with technology and equipment issues by diagnosing the problem, initiating a corporate fix, resolving it or escalating the issue and/or recommending a suitable course of action within agreed SQA SLA while providing a great customer experience. In order to do this you must be able to demonstrate experience in the following specific duties:

• Provide first line IT support to users via phone calls, online tickets and emails to resolve problems raised and to ensure delivery of required service levels.
• Install and configure computer hardware, operating systems and applications per business requirements.
• Deal with and troubleshoot system and network problems in order to diagnose and solve both hardware and software faults to ensure continuity of service for users.

Additionally, you must be able to demonstrate the following skills and experience:

• Be able to operate SQA desk top packages and business systems at the appropriate level for this role.
• Be able to operate specialist IT systems relevant to this role.
• Be able to understand and carry out basic numerical and or financial calculations and analyse data.

Applicants, as a minimum, should be educated to SCQF Level 6 (SVQ Level 3) and/or be able to demonstrate direct relevant experience for this role.

SQA offer a fantastic benefits package in return for your talent whilst also offering hybrid working as default. This role is expected to be in the office 3 days a week. These include but are not limited to a career average pension scheme; staff well-being and health assistance programmes; development opportunities and 27 days annual leave in addition to 14 days public holiday. Find out more here: SQA Benefits

If you think you’ve got the skills, knowledge and experience required to succeed in this exciting opportunity please apply below.

SQA welcomes applications from every section of the community. 

SQA has a Gaelic Language Plan and is committed to its purpose.
Tha Plana Gàidhlig aig SQA agus tha sinn a' creidsinn gu h-àrachdach agus na h-amasan a tha air cur a-mach sa Phlana Nàiseanta don Ghàidhlig.

We are an Equal Opportunities employer and encourage applications from all members of the community. We are committed to the Disability Confident Initiative and offer a guaranteed interview to any applicant who considers themself to be disabled and who meets the competency requirements for the post.

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