IT Support Analyst

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

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 Person_Specification_Band_B_Updated_9.9.22_PDF

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 get in touch

ESSENTIAL CRITERIA

1. 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.
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.

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 28.9%
• 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 month 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 career's page

Hear from colleagues discussing 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 Sunday 19 May 2024 (11:55pm)

To apply please submit the following using our online application process: 

• A CV (no longer than two A4 pages) setting out your career history, with key responsibilities and achievements, with particular referenceto the essential criteria
• A Personal Statement (no longer than 750 words) explaining why you consider your personal skills, qualities, and experience suitable for this role, with particular reference to the essential criteria. 

When reviewing your application, we will be assessing your career history and achievements against the essential criteria for the role. We are looking for examples of things you have previously achieved or your knowledge in a particular field which are relevant to the role. Please review and download links below for further guidance and support with your application.

We are unable to progress applications which fail to provide clear evidence of meeting the essential criteria in their CV and Personal Statement.

If you have any questions, please contact digitalcareers@gov.scot and we will be happy to assist.

Useful Links

For further information on how to apply, and DDaT profession please visit

How to Apply - Digital Jobs

DDaT_Recruitment_-_Further_Information

Diversity and Inclusion 

Delivering a successful national service for Scotland is impossible without ensuring we consider the diverse needs, perspectives, and backgrounds of everyone in Scotland in our work.

We are focused on hiring the best talent available, encouraging applications from candidates of all backgrounds, working to ensure everyone is treated fairly, with respect and has a positive recruitment experience – regardless of the outcome.

It’s not essential to be in a similar role right now. You may be working in another field or returning from a career break   - the experiences you have gained through this can bring fresh perspectives to our teams and work. 

If you are considering applying and feel it would be helpful to discuss this initially, please contact digitalcareers@gov.scot

What happens if I am unsuccessful?

We greatly value the time and effort taken in applying to Scottish Government. If following interview and completing our full assessment process, you are not successful we may be able to offer alternative positions.

Firstly, candidates meeting all criteria but scoring lower than appointed candidate(s) are placed on a reserve list for 12 months. If a matching role is identified, we are able to offer this position without the need for further assessment.

Secondly, on occasion a lower grade post may be offered to suitable candidates. Any offers are made in merit order and in line with Civil Service Commission principles on the basis of fair and open competition.

The Scottish Government is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used. If you require any adjustments to our recruitment process, please let us know via ScottishGovernmentrecruitment@gov.scot  

As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments. 

Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors. 

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)
• 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

Sponsorship Information

Changes to legislation concerning Skilled Worker Visa Sponsorship were implemented on 04/04/2024. If you think you may require Visa Sponsorship it is important that prior to applying, you read the official Home Office guidance to confirm eligibility.

Any applicants that are not eligible for sponsorship will be withdrawn at either application stage or the point of offer, with any provisional offer of employment withdrawn.

Currently we do not provide financial support towards relocation

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