Job Description
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The ICT Assistant Analyst will be part of the first-line support team within the ICT Service Desk, providing effective and customer-focused technical assistance to end users across the organisation. The role involves logging and resolving ICT incidents and service requests, escalating complex issues to appropriate teams, and ensuring timely and professional communication with users.
Key Responsibilities:
1. Act as the first point of contact for all ICT-related queries via phone, email, and service management tools.
2. Provide first-line support for hardware, software, and network issues, aiming to resolve incidents at first contact where possible.
3. Log, track, and update service desk tickets accurately using the organisation's IT Service Management (ITSM) system.
4. Escalate more complex or unresolved issues to second-line or third-line support in accordance with agreed procedures.
5. Maintain clear and consistent communication with users throughout the incident/request lifecycle.
6. Support the deployment, configuration, and setup of ICT equipment such as laptops, desktops, mobile devices, and peripherals.
7. Assist with user account management, password resets, and access permissions under direction and in line with security policies.
8. Contribute to the development and upkeep of user guides, knowledge base articles, and documentation.
9. Participate in routine maintenance tasks and system checks as required.
10. Maintain a high standard of customer service and contribute to a positive user experience.
The Benefits
* 30 days annual leave plus 7 public holidays (rising to 35 after 5 years continuous service)
* Flexible working including hybrid office/work from home arrangements. Our colleagues are encouraged to work flexibly as we know that busy lives don't always fit around a traditional working pattern. If you need flexibility to complete your role just let us know and we will do our utmost to help you to invest in your career with us while balancing other aspects of your life.
* Biennial incremental progression until top of your payscale is reached
* Membership of the Local Government Pension Scheme. For further details visit this link.
* Up to 6 months full sick pay and 6 months half pay dependent on length of service
* Carers Leave
* Up to 4 weeks paid Paternity Leave
* Access to Health & Wellbeing support
* Ongoing opportunities for Learning & Development
* Cycle to Work Scheme
* Lift share Scheme
* Car Lease Scheme
* Technology Benefit Scheme
Requirements
If you've got the right skills for the job we want to hear from you. We encourage applications from the right candidates regardless of age (restrictions apply to Modern Apprenticeships), disability, gender identity, sexual orientation, religion, belief or race.
The successful candidate will be required to complete a Basic Disclosure Scotland form. If your application is progressed after the interview, you will be invited to complete the form and have your details verified.
The Individual
Person Specification:
Essential:
1. Good understanding of IT principles, hardware, and software support.
2. Experience in a customer-facing or technical support role (can include placement or volunteering).
3. Strong communication and interpersonal skills.
4. Ability to prioritise workload and manage time effectively in a fast-paced environment.
5. Basic knowledge of Microsoft Windows, Microsoft 365 (Outlook, Word, Excel, Teams), and Active Directory.
6. Problem-solving skills and a proactive attitude towards learning and development.
Desirable:
1. Experience working within a Service Desk environment or using an ITSM ticketing system.
2. Knowledge of ITIL principles or ITIL Foundation certification.
3. Awareness of cybersecurity and data protection best practices.
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