IT Helpdesk Analyst - NES00720

North East Scotland College; Aberdeen City; On-site; GBP 41,000 - 45,000; Full time

Benefits offered by this job

Disability confident employer

Flexible working options

Job summary

North East Scotland College invites applications for an IT Helpdesk Analyst to join the busy IT Helpdesk Team at Aberdeen City Campus, with travel to Altens and Fraserburgh campuses. The role focuses on first-point support, incident ownership, and effective resolution or escalation to other teams.

The successful candidate will have IT support experience, knowledge of Windows and O365, and strong customer service skills, with the ability to communicate clearly by phone and email.

Qualifications

• HNC in Computing/Technical subject or equivalent relevant experience (SCQF level 7).
• ITIL Foundation certification is desirable.
• A+ or similar IT Support certification is desirable.
• 1+ years experience in an IT technical support or IT customer service role is essential.
• Evidence of continuous professional development.

Responsibilities

• Be the initial contact for staff ITDS queries and take ownership of requests and issues.
• Resolve at first contact or escalate to the wider support teams as needed.
• Assist with IT hardware and software troubleshooting.
• Maintain good telephone, written, and people skills in daily interactions.

Skills

Telephone communication

Written communication

Listening skills

Prioritisation

Teamwork

Attention to detail

Education

HNC in Computing/Technical subject

ITIL Foundation certification

A+ or IT Support certification

Tools

Microsoft Windows

Office 365

Job description

The Advert

IT Helpdesk Analyst
Full-Time | Permanent
Aberdeen City Campus (with travel to Altens and Fraserburgh campuses w/r)
Salary: £41,439.03 - £44,675.02 per annum

We are looking for a highly motivated individual with strong customer focus, as well as good communication and problem-solving skills to join our busy IT Helpdesk Team.

Working within the IT and Digital Services department, the Helpdesk Analyst role will be the initial contact for staff ITDS queries, taking ownership of requests and technical issues, resolving these at first contact or escalating to the wider support teams.

The successful candidate should have previous experience working within an IT support environment, of using an IT Service Management tool, troubleshooting client related hardware and software technologies.

Applicants must have good telephone, written and people skills.

NESCol is a disability confident employer. We offer a variety of working options in line with business requirements and place great importance on staff wellbeing. We welcome and encourage applicants from diverse backgrounds.

The closing date for applications will be the 9th October 2026.

For more information on this vacancy please visit our My Job Scotland website page on
www.myjobscotland.gov.uk ,email [e-mail], or call People Services on 01224 612244 (voicemail).

Person Specification

(Desirable criteria are marked with an asterisk (*); all others are essential)

QUALIFICATIONS

1. HNC in Computing/Technical subject or equivalent relevant experience (SCQF level 7)
2. ITIL Foundation certification*
3. A+ or similar IT Support certification*
4. 1+ years experience in an IT technical support or IT customer service role*
5. Evidence of continuous professional development

EXPERIENCE AND KNOWLEDGE

1. An understanding of IT systems and services
2. Previous help desk or customer support experience
3. Ability to interpret customer requirements and the business impact of these
4. Experience of creating customer support documentation
5. Knowledge of Microsoft Windows, Office and O365 software products
6. Knowledge of tools and techniques to support the customer remotely
7. Experience of Personal Computer and peripheral hardware troubleshooting
8. Previous experience of working within IT support in the public sector*

SKILLS

1. Good telephone and written communication skills
2. Good listening skills
3. The ability to prioritise tasks and meet deadlines
4. Good team working skills
5. Attention to detail with strong analytical skills

PERSONAL QUALITIES

1. Customer service orientated outlook and approach.
2. Self-motivated.
3. Committed to people development
4. Committed to customer service and quality improvement
5. Friendly and approachable manner
6. Able to develop positive working relationships
7. Ability to work in teams or individually as required

ADDITIONAL REQUIREMENTS

1. Commitment to College values and equal opportunities
2. Able to work flexibly to meet the demands of the post