Title: IT Service Desk Analyst
Grade: EO
Total remuneration: £36,366 - £39,037
Pension: 28.97% (RoS contribution)
Annual leave: 38 days annual holiday, increasing to 42 days with length of service.
Duration: Permanent.
Working Pattern: 35 hours per week. We are a flexible employer and will consider a variety of working patterns on a case-by-case basis. For example, compressed hours, term-time working or part-time working.
Location: Meadowbank House (MBH), Edinburgh. The Service Desk team are essential workers with a hybrid working approach, working on site within MBH with agreed fixed day/rational gap cover and occasional cover in our St Vincent Plaza (SVP) office, Glasgow.
Department: IT Services
Directorate: Digital Services
Role Reports to: IT Service Desk Operational Lead
Closing date: 24 of May at 23:59
Number of vacancies: 2
Registers of Scotland (RoS)
Join an award-winning organisation recognised for its technology and innovation. Registers of Scotland is a world-leading pioneer in land and property registration. Our full-stack teams design, architect, and build all our registration products in-house. We work to create digital solutions for the people of Scotland. You will get an opportunity to nurture your creativity and develop with us through access to the latest data, software engineering and product delivery techniques.
This job is for you if you want…
- Work with purpose: working for the people of Scotland to set the bar for land and property registration worldwide.
- Flexible and hybrid working: depending on the role and team requirements, work when and where it’s best for you and your stakeholders.
- Benefits: enjoy pay progression, pension contributions of up to 28.97%, up to a year’s parental leave, and 38 days annual holiday, increasing to 42 days with length of service.
- Investment in professional development: we invest in all our people so that they have the right skills to be productive and confident in their job.
- Diversity and Inclusion: We are an ‘Investor in People’ and a ‘Disability Confident’ employer. We are inclusive, stronger together, and committed to putting our people first.
- Positive work culture: RoS is an agile, digital organisation using leading-edge technology. Colleagues understand their role in achieving our strategy and have the autonomy to deliver.
To learn more about RoS and what we offer visit our careers pages or watch this short video. Hear from our colleagues about their experience of working within our Digital, Data and Technology teams on our website.
The Role
The IT Service Desk Analyst provides a professional, customer focused first line IT support service in a fast-paced environment. Acting as a key point of contact between IT and the wider organisation, the role is responsible for logging, triaging and progressing incidents and service requests, applying appropriate prioritisation, and resolving issues at first point of contact wherever possible, while always ensuring a high standard of customer service.
The postholder supports colleagues through multiple channels including phone, email, Microsoft Teams, face to face contact and ServiceNow. They are expected to take ownership of issues through to resolution where possible, apply appropriate prioritisation and escalation, and contribute to the smooth running of day to day Service Desk operations. The role also supports continuous improvement by identifying recurring issues, maintaining accurate records and documentation, contributing to knowledge sharing, and working collaboratively with colleagues and stakeholders to improve service performance and customer experience.
On a typical day you will…
Customer Support and Service Delivery
- Act as a first point of contact for IT incidents, service requests and changes, ensuring issues are correctly logged, categorised, prioritised and progressed through agreed processes.
- Provide advice, guidance and first line technical support to colleagues, aiming to resolve issues at the first point of contact wherever possible and escalating where required.
- Monitor incidents, requests and tasks to ensure timely progress and resolution in line with service level agreements and agreed service standards.
- Recognise serious or recurring issues, maintain accurate records, and ensure relevant updates are communicated clearly to customers and colleagues.
- Support service continuity and day to day operational delivery by identifying patterns, reducing repeat issues and contributing to effective incident handling.
Stakeholder and Customer Relationship Management
- Build and maintain positive working relationships with customers, colleagues and stakeholders to ensure a professional, responsive and customer focused service.
- Take ownership of incidents and service requests through to resolution, maintaining regular contact with customers and managing expectations throughout.
- Develop a strong understanding of business systems, services and processes in order to provide effective first-line support and resolve a broad range of issues at the earliest opportunity.
- Work collaboratively with IT colleagues, Customer Services and other internal teams such as HR and Estates to support service delivery and hybrid working arrangements.
- Promote knowledge sharing and collaborative working across teams to improve the customer experience and support joined up delivery.
Reporting, Records and Knowledge Management
- Maintain accurate and up to date records of incidents, service requests, activities and IT assets in line with departmental processes and audit requirements.
- Support the production of service, management and performance information, providing updates and reports as required by the operational lead or line manager.
- Review, update and create knowledge articles, local work instructions and other documentation to support consistent service delivery and problem resolution.
- Maintain clear documentation on task progress, service updates, lessons learned and support materials to improve transparency and knowledge sharing.
- Gather and use customer feedback and service information to identify trends, monitor performance and support service improvements.
Team Contribution and Continuous Improvement
- Work collaboratively within agreed Service Desk roles, shift patterns and team rotas, contributing to both individual and team objectives.
- Provide support, guidance and knowledge sharing to new or junior colleagues to help build capability and consistency across the team.
- Contribute to service improvements, operational initiatives and business as usual activities relating to IT services, tools and processes.
- Take ownership of allocated tasks or work packages, track progress, identify risks or dependencies early, and help maintain delivery against agreed milestones.
- Contribute ideas to improve team processes, service quality, tools and ways of working, escalating issues where formal decisions or additional support are needed.
Additional Information
Our operational hours are Monday to Friday, 07:30 to 17:30. The successful candidate will be required to work within a shift pattern and team rota. Current shift patterns are 07:30 to 15:00, 08:45 to 16:15 and 10:00 to 17:30, Monday to Friday.
There is a requirement to work flexibly as part of the rota, including regular onsite presence in the Edinburgh office to support operational activity. The rota will be reviewed regularly in line with service need. Support for the Glasgow office may also be required on occasion.
Key Responsibilities
Essential Criteria – Skills and Attributes for Success
We will assess you against the following Experience and Technical skills during both the application and assessment process:
Experience:
- Experience of working in an IT Service Desk or first-line support environment
- Experience of logging, triaging and progressing incidents and service requests
- Experience of troubleshooting user issues and escalating where appropriate
- Experience of working to service standards, deadlines or service level agreements
- Experience of maintaining accurate support records, knowledge articles or documentation
Technical:
- Demonstrable understanding of ITIL practices
- A practical understanding of Microsoft 365 products, including Teams.
- Demonstrable experience using ServiceNow or a similar IT service management system.
- Working knowledge of IT ticketing systems, including incident and request management processes.
- Demonstrable practical knowledge of standard desktop, laptop, and peripheral support issues, including day‑to‑day troubleshooting.
Behaviours
At application stage, you will be scored against the bolded Behaviours and against all Behaviours for the assessment:
Communicating and Influencing
- Communicate clearly and professionally with customers, colleagues and stakeholders across phone, email, Microsoft Teams and face to face channels.
- Explain technical issues, updates and next steps in plain language, helping customers understand what action is being taken.
- Respond to questions and challenging situations with confidence, tact and sensitivity, while maintaining a positive customer experience.
Managing a Quality Service
- Deliver a high quality first line IT support service by accurately logging, prioritising and progressing incidents and service requests.
- Take ownership of issues where possible, keeping customers and colleagues informed of progress and expected resolution.
- Identify common service issues and contribute to practical improvements that enhance service quality and efficiency.
Working Together
- Build and maintain positive working relationships across the Service Desk, wider IT teams and the business to support effective service delivery.
- Share knowledge, information and good practice with colleagues to support consistency and improve team capability.
- Work collaboratively within team rotas, shared priorities and agreed processes to help deliver team objectives.
Changing and Improving
- Regularly review your own work and identify opportunities to improve service delivery, reduce repeat issues and make processes simpler and more effective for users and colleagues.
- Contribute positively to changes in systems, processes and ways of working, helping others understand and adapt to new approaches where needed.
- Make effective use of technology, knowledge articles and service data to improve efficiency, support continuous improvement and strengthen the quality of the support provided
Stage one - Application Process
To apply, click on 'Apply now' and complete the online application form. You will need to submit:
- A CV outlining your career history and how you meet the essential criteria (max 4 pages).
- You will have to complete the application questions regarding 2 behaviours, Communicating and Influencing and Managing a Quality Service (max 300 words per answer)
Please note:
- If we receive a high volume of applications, we may complete an initial sift on Technical Experience.
- We reserve the right to invite candidates to participate in a telephone interview prior to being further assessed.
- Applications that are not accompanied by CVs will not be scored or statements over 300 words will not be considered.
- We would strongly recommend that your statement is written in the STAR format (Situation, Task, Action & Result) and suggestpreparing your answers using software such as MS Word or Google Docs, and then uploading the file.
- We strongly advise you review our policy on responsible use of AI in the application process. RoS may check answers with an AI detection tool and will contact you for a pre-screening call to verify your responses.
- Applications and appointments are subject to a strict merit-based assessment process, in line with the Civil Service Recruitment Principles.
Stage two – assessment
If successful at application stage, you will be invited to an in-person interview which will include the following:
- Behaviour based interview to assess the behaviours
- Case study Exercise to assess the Experience and Technical Skills
Behaviour based interview questions will be given to candidates 15 minutes before the start of the interview to allow candidates to prepare in advance. You will be able to take short notes with you into the interview from your preparation.
Recruitment timeline:
Close: 24th of May at 23:59
Sift: 25th of May
Interviews: week commencing 9th of June
Information on Success Profiles
For further information on success profiles, visit our Success Profiles.
Feedback
Feedback will only be provided if you progress to interview stage.
Reserve List
In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months.
Nationality and immigration status
In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the United Kingdom, the Republic of Ireland, and the Commonwealth. EU nationals (with settled or pre-settled status), certain EEA nationals, Swiss and Turkish nationals are also eligible for employment. Detailed provisions on determining eligibility on the grounds of nationality and, where relevant, immigration status can be reviewed here.
Security
Successful candidates must undergo a Level 1 Disclosure check.
Individuals working with government assets must complete baseline personnel security standard checks.
Diversity and inclusion
As a proud member of the Disability Confident Scheme, we welcome applications from disabled candidates. We’re not as diverse as we’d like yet, and we’re working on it. We especially welcome applications from underrepresented groups – people who are disabled, minoritised ethnic groups, and younger people (16-24 years of age). To learn more, please see our EDI strategy.
As part of the application process, we would like to invite you to please complete our diversity monitoring form. This information is not shared with recruitment panels but will allow us to further improve our processes to increase diversity.
Reasonable adjustments
We want everyone to have the chance to perform at their best. If you need any adjustments (for example, extra time, a hearing loop, materials in large font) in any part of our recruitment process, please get in touch via talent@ros.gov.uk. We will discuss adjustments individually with any candidates who request these. Find out more about reasonable adjustments on this page.
DDaT supplement
This post is part of the Digital, Data and Technology profession (DDAT) and attracts a pay supplement. The DDaT allowance is applied to the role and not you as an individual. Therefore, in future, if you move to a role that does not attract this allowance, the allowance would be withdrawn. Similarly, if you move to a different role which attracts a DDaT allowance, the amount of that allowance would be driven by that role's Job Family alignment to the DDaT Pay Framework.
The allowance is based on market benchmarking data and will be reviewed biennially. Following such review, the allowance may be increased, decreased or withdrawn where salary benchmarking data indicates this is appropriate
Further information
For further information relating to RoS, including:
- Additional details on pay & benefits
- The Civil Service Code
- Complaints process
- Use of AI in the application/recruitment process,
Please view our additional information page online.
If you have any questions, please contact talent@ros.gov.uk
