IT Service Desk Analyst

Job Description

IT Service Desk Analyst

Salary: £36,366 – £39,037 per annum

Pension: 28.97% (RoS contribution)

Annual Leave: 38 days annually, increasing to 42 days with length of service.

Working Pattern: 35 hours per week; flexible arrangements including compressed hours, term time or part time. Shift patterns: 07:30-15:00, 08:45-16:15 or 10:00-17:30, Monday to Friday. Occasional on site presence in Edinburgh and Glasgow required.

Location: Meadowbank House, Edinburgh (hybrid) with occasional support at St Vincent Plaza, Glasgow.

Benefits

• Purpose driven work contributing to land and property registration for Scotland.
• Flexible, hybrid working arrangements available.
• Pay progression, pension contributions up to 28.97%, up to a year’s parental leave, and 38 days holiday (increasing to 42 days).
• Investment in professional development to build skills.
• Commitment to diversity, inclusion, and disability confidence.
• Positive, innovative work culture with autonomy.

Key Responsibilities

Customer Support and Service Delivery

• Act as first point of contact for IT incidents, service requests and changes; log, categorise, prioritise and progress incidents through agreed processes.
• Provide advice, guidance and first line technical support via phone, email, Teams, face to face and ServiceNow.
• Monitor incidents, requests and tasks to ensure timely resolution in line with SLAs.
• Recognise serious or recurring issues, maintain accurate records and communicate updates to customers and colleagues.
• Support service continuity and operational delivery by identifying patterns and reducing repeat incidents.

Stakeholder and Customer Relationship Management

• Build and maintain positive relationships with customers, colleagues and stakeholders for a professional, responsive service.
• Maintain regular contact with customers, manage expectations and deliver transparency throughout the incident lifecycle.
• Develop a strong understanding of business systems, services and processes to provide effective first line support.
• Collaborate with IT, Customer Services, HR, Estates and other internal teams to support service delivery.
• Promote knowledge sharing and collaboration to improve customer experience.

Reporting, Records & Knowledge Management

• Maintain accurate and up to date records of incidents, service requests, activities and IT assets in line with audit requirements.
• Support production of service, management and performance information; provide updates and reports as required.
• Review, update and create knowledge articles, work instructions and other documentation for consistent service delivery.
• Document task progress, service updates, lessons learned and support materials to enhance transparency.
• Gather and use customer feedback to identify trends, monitor performance and drive service improvements.

Team Contribution and Continuous Improvement

• Collaborate within agreed Service Desk roles, shift patterns and team rosters to deliver individual and team objectives.
• Support, guide and share knowledge with new or junior colleagues to build capability.
• Contribute to service improvements, operational initiatives and business as usual activities.
• Take ownership of allocated tasks or work packages; track progress, identify risks or dependencies early and maintain delivery against milestones.
• Suggest ideas to improve team processes, service quality, tools and ways of working; escalating issues when necessary.

Qualifications

Experience

• Experience in an IT Service Desk or first line support environment.
• Experience logging, triaging and progressing incidents and service requests.
• Experience troubleshooting user issues and escalating appropriately.
• Experience working to service standards, deadlines or SLAs.
• Experience maintaining accurate support records, knowledge articles and documentation.

Technical Skills

• Demonstrable understanding of ITIL practices.
• Practical understanding of Microsoft 365 products, including Teams.
• Experience using ServiceNow or a comparable IT service management system.
• Working knowledge of IT ticketing systems for incident and request management.
• Practical knowledge of standard desktop, laptop and peripheral support issues.

Equality, Diversity and Inclusion

Applicants must meet nationality and immigration eligibility: United Kingdom, Republic of Ireland, Commonwealth, EU settled or pre settled, certain EEA, Swiss and Turkish nationals. A diversity monitoring form will be provided during the recruitment process.

Disability confident scheme; we welcome candidates from underrepresented groups.