Service Desk Analyst

£27,018 - £34,998 (Plus an annual supplement of £2250)
Closing date
27/09/2022, 12:00
Normal Office Hours
Full-Time - 37 Hours

To provide first line IT support to users of the Scottish Prison Service’s Digital Systems. This will include all aspects of providing an IT Service Desk function using the ITIL framework. The holder of the position will call handle incoming phone calls and Incidents or Service Requests via our Service Portal. Where possible the Service Desk analyst will attempt to resolve the request, however if not possible the Analyst will pass on to the appropriate group or individual depending on the nature of the call.


The post holder will also carry our various other duties including assisting with IT tasks around the building and deploying/maintaining laptops or mobile devices. There is also a requirement to ensure that any asset movements, additions or deletions are kept up to date. As the Scottish Prions Service will be moving many applications and utilities to a cloud platform(s), experience of such environments would be advantageous.

Dealing with enquiries from users of SPS systems regarding Service Requests or Incidents.
Categorisation and logging of calls made to the service desk for action as required.
Liaison with Digital Services technical support teams and/or Local prison based staff to ensure successful resolution of faults or fulfilment of service requests.
Ensure that all IT asset movements are kept up to date.
Where required assist users with any physical faults or movement requirements around the Headquarters building.
Advice and general Customer support to SPS IT systems users.
Person Specification

SPS recruitment and selection practice is based on the fundamentals of our Behavioural Competency Framework. This identifies behaviours and standards required both of applicants seeking to join us, and our staff in their respective roles. Assessment of specific behaviours, of which there are twelve, will be determined by the role you are applying for. Whilst it is unlikely you will be assessed on all of them , you will be assessed on these identified as key to role.

Qualifications Requirements
 Current ITIL Foundation qualification. ESSENTIAL
 HNC/HND in Computing or equivalent. DESIRABLE
Experience Requirements
Experience of working within an IT Service Desk function. ESSENTIAL
Experience of supporting an MS Windows 10 desktop environment . ESSENTIAL
Experience of assisting users who are working remotely via corporate/secure methods. DESIRABLE
Knowledge Skills Requirements
Well developed customer service skills, supporting users on a variety of applications – both standard office applications and bespoke applications. ESSENTIAL
Excellent communications skills – face to face, via email and via Telephone. ESSENTIAL
Competent problem analysis and problem solving skills. ESSENTIAL
Previous experience administering Microsoft O365 including Mobile Device Management - ESSENTIAL
Final Stage Interview
Vacancy Information Booklets:

This opportunity is closed to applications.