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    IT Support Analyst - Glasgow, United Kingdom - The Scottish Government

    The Scottish Government
    The Scottish Government Glasgow, United Kingdom

    2 weeks ago

    Default job background
    External
    Description

    Overview

    Information & Technology Services (iTECS) is a Division within Scottish Government and part of Digital Directorate. It is headed by the Chief Information Officer and has responsibility for:

  • Delivering corporate ICT (Information and Communications Technology) 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 22,000-user base.
  • Protecting Scottish Government's information and ICT assets.
  • Contributing to the delivery of Digital Public Services.
  • Ensuring that our people and businesses are making the most of digital opportunities.
  • Delivering ICT services that are customer-centric, collaborative, integrated, efficient, and continuously improving by making best use of digital technology.

    • IT Support Services Branch (ITSS) is part of the Information & Technology Services (iTECS) Division. Our mission is to support and improve the delivery of public services in Scotland by enabling our customers to make the most of technology and resources and to help them find solutions to their problems.

    ITSS is a large branch where staff are in daily contact with SCOTS customers. Customer focus, customer engagement and making continuous service improvements to our processes and service delivery goals are key drivers for the success of the Branch.

    The support and services we provide include: -

  • IT Service Desk (1st line support)
  • Technical Support Services (2nd line support)
  • Service management products.
  • VIP support.
  • Corporate events and projects

    • Responsibilities

    Your main responsibilities will include:

  • Following agreed procedures, responding to requests for IT support by identifying, registering, and categorising incidents.
  • Dealing 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.

    • COMPETENCIES

  • Communications and Engagement
  • Analysis and Use of Evidence
  • Improving Performance
  • Self-Awareness

    • If invited to any interview or assessment the panel will be looking for evidence of how you meet the above competencies. More details on these are available in the

    Essential Criteria & Qualifications

    No formal qualifications are required for this role. We would love you to apply if you meet the following essential criteria. If you'd like to chat first, please

    ESSENTIAL CRITERIA

  • Technical understanding of recent Windows Operating Systems, Microsoft 365 packages, MS Teams and have a good understanding of Assyst or similar service management tool, and components of SCCM, Microsoft Exchange Server 2016/Exchange online and Microsoft Active Directory, Azure AD.
  • 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.
  • 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.
  • 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.

    • WHAT WE CAN OFFER YOU

    A meaningful and rewarding career, a collaborative culture and support for your career goals, while promoting a healthy work-life balance. We offer a valuable range of benefits to attract, develop and retain the best talent. These include:

  • Salary between £ 32,140 to £ 34,861
  • £5000 Digital (DDaT) Pay Supplement after a 3-month qualifying period ***
  • Generous Pension Scheme with employer contributions of 9%
  • Flexible working arrangements including compressed hours and flexi time, with potential to accrue up to 4 days off a month.
  • 36.5 Days Annual Leave - including public and privilege holidays. This increases to 41.5 days after 4-years service.

    • *** Digital (DDaT) Pay Supplement:

    This post attracts a £5000 DDaT pay supplement after a 3 months DDaT competency qualifying period. Pay supplements are temporary payments and are subject to regular review.

    To learn more about our full range of benefits please visit our

    Digital Careers at Scottish Government.

    REMOTE WORKING

    We operate a flexible location policy, with a contractual named base in Scotland of Atlantic Quay 5 (Glasgow).

    Currently the team is working on a hybrid basis with in-office days for collaboration, workshops, and other activities, though there will be times when you are required to come into the office, currently required in-office days are twice per week. If preferred, you can of course spend more time working at the base office (or an alternative Scottish Government office subject to availability).

    Commuting costs to the named base office are not reimbursed and currently we do not provide financial support towards relocation.

    While staff are assigned to the base offices, there may be a need for travel to other Scottish Government offices/other locations depending on assigned work.

    HOW TO APPLY

    The Closing Date for applications is 19 May :55)

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