ICT Service Desk Analyst
- Recruiter
- myjobscotland
- Location
- North Lanarkshire
- Salary
- 24172.00 - 26355.00 GBP Annual
- Posted
- 20 Sep 2020
- Closes
- 23 Sep 2020
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
The Scottish Fire and Rescue Service would like to invite applications for the post of ICT Service Desk Analyst, based in our West Service Delivery Area HQ, Hamilton or in our ICT Centre of Excellence, Johnstone on a permanent basis. This is a full-time opportunity, working 35 hours per week on a three-week rota, however, applications from individuals seeking to work on a part time, job share or flexible working basis would be considered.
The successful candidate will be required to provide a high quality and customer focused first line support service to all end users in line with defined Service Level Agreements (SLAs) and to ensure proper ICT computer and peripheral operation to allow end users to accomplish relevant business tasks, adopting ITIL standards as best practice. This includes receiving, analysing, prioritising, recording, documenting, monitoring, assisting in the management of, and actively resolving end user service requests, fault reports and IT-related job or equipment requests, via the department's IT Service Management (ITSM) system. Incident resolution may involve the use of diagnostic and help request tracking tools, as well as requiring the provision of remote access help at the desktop level. You will also escalate incidents when considered appropriate in order to maintain SLA expectations.
Applicants must be able to demonstrate previous experience of working in a Service Desk environment and providing support to users on a wide range of systems and applications within defined Service Level Agreements. Applicants must also have demonstrable knowledge of Office 365 and be technically fluent in a range of technology hardware.
It is also essential that applicants possess a National 5 in English and Computing, excellent customer service skills, excellent written and verbal communications skills.
There is a three-week pattern for this role; Week 1 - 9am - 5pm, Week 2 - 10am - 6pm, Week 3 - 8am - 4pm.
Full details of the role and our recruitment process can be found in the attached Recruitment Information pack.
Salary on appointment will normally be at the lower salary point, with progression subject to regular review - in line with the SFRS performance appraisal arrangements. A higher salary placing will be considered in exceptional circumstances subject to experience demonstrated.
The Scottish Fire and Rescue Service is an Equal Opportunities employer and encourage applications from all sectors of the community. In addition, we are committed to being a "Disability Confident Employer" and will ensure that all applicants who meet the essential criteria for the role are invited for interview.
If you would like to apply in a different format, please email .
Please note, a fully completed application form must be submitted as the SFRS will not accept CVs in support of applications for employment...... click apply for full job details
The successful candidate will be required to provide a high quality and customer focused first line support service to all end users in line with defined Service Level Agreements (SLAs) and to ensure proper ICT computer and peripheral operation to allow end users to accomplish relevant business tasks, adopting ITIL standards as best practice. This includes receiving, analysing, prioritising, recording, documenting, monitoring, assisting in the management of, and actively resolving end user service requests, fault reports and IT-related job or equipment requests, via the department's IT Service Management (ITSM) system. Incident resolution may involve the use of diagnostic and help request tracking tools, as well as requiring the provision of remote access help at the desktop level. You will also escalate incidents when considered appropriate in order to maintain SLA expectations.
Applicants must be able to demonstrate previous experience of working in a Service Desk environment and providing support to users on a wide range of systems and applications within defined Service Level Agreements. Applicants must also have demonstrable knowledge of Office 365 and be technically fluent in a range of technology hardware.
It is also essential that applicants possess a National 5 in English and Computing, excellent customer service skills, excellent written and verbal communications skills.
There is a three-week pattern for this role; Week 1 - 9am - 5pm, Week 2 - 10am - 6pm, Week 3 - 8am - 4pm.
Full details of the role and our recruitment process can be found in the attached Recruitment Information pack.
Salary on appointment will normally be at the lower salary point, with progression subject to regular review - in line with the SFRS performance appraisal arrangements. A higher salary placing will be considered in exceptional circumstances subject to experience demonstrated.
The Scottish Fire and Rescue Service is an Equal Opportunities employer and encourage applications from all sectors of the community. In addition, we are committed to being a "Disability Confident Employer" and will ensure that all applicants who meet the essential criteria for the role are invited for interview.
If you would like to apply in a different format, please email .
Please note, a fully completed application form must be submitted as the SFRS will not accept CVs in support of applications for employment...... click apply for full job details