IT Support Analyst - MID07668

Midlothian Council; Kilmarnock; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

Training provided

Equipment for home working

Job summary

Midlothian Council is seeking an IT Support Analyst to join the Service Desk. You will be the first line for staff IT problems and will receive training to reach full speed. You’ll help staff get back online across hardware and software, ensuring smooth operations.

The role is 36 hours per week, on a rota 8am–5pm, Wednesday to Friday, with hybrid working available. A driving licence is required and equipment can be provided for home use.

Qualifications

• Good IT literacy with Windows 11, Office, and wireless networks.
• Experience in ICT support or customer service role.
• Driving licence is required.

Responsibilities

• Act as the first point of contact for staff with IT issues and restore services quickly.
• Work as part of a rota providing Service Desk cover from 8am to 5pm, Wed–Fri.
• Hybrid working is available; equipment provided for home working with suitable setup.

Skills

IT literacy

Customer service

Driving licence

Education

Scottish National Certificate in Information Technology (or equivalent)

CCA/CSP qualification or equivalent

Job description

Job Vacancy

We are looking for a bright, customer focused talent to join our Service Desk team. Although previous experience in this role is desirable what we really want is someone with a basic understanding of IT, a willingness to learn fast and an excellent way with people. We will provide any training that is needed to bring you up to speed technically if required.
You will be the first port of call for Council and school staff who are having problems with IT hardware and software. We will expect you to understand and help our staff get back up and running quickly with whatever technology they are struggling with.

The role will be part of a rota providing Service Desk cover between 8am and 5pm, Wednesday to Friday.

The Council is a flexible employer and will consider flexible working requests from applicants. This role can either be undertaken onsite or by a mixture of home and onsite working by agreement with you manager. If you would like to work from home, we will provide you with all the equipment that you will need but you must have a suitable place to work and a suitable broadband connection.

KNOWLEDGE

Essential

• A good level of IT literacy in core digital technologies including Microsoft Windows 11, Microsoft Office and wireless networks.
• Previous experience working in either an ICT support or customer service role, holding either:
  • a Scottish National Certificate (SNC) in Information Technology or similar qualification or be able to demonstrate equivalent experience.
  • A CCA (Customer Contact Association) Certificate/Diploma or a CSP (Customer Service Professional) or similar qualification or be able to demonstrate equivalent experience.
• Jobholders must also hold a current driving licence.

Desirable

• ITIL Foundation Qualification
• Customer care experience

CLOSING DATE - Sunday 6th September

INTERVIEW DATE - Tuesday 15th and Wednesday 16th September

Job Advert

Position Title: IT Support Analyst

Directorate: Place

Location: Midlothian House

Hybrid Working: Yes

Contract Status: Permanent

Hours of Work: 36 hours per week

Working Pattern: Monday - Friday, Flexible

Weeks per year: 52

Please note that it is Midlothian Councils policy that successful applicants will be appointed to the first point on the salary scale.

Based on 36 hours over 52 weeks per year, the minimum actual salary for this position is £30,619.22 per annum.

Requirements

Compliance with the mandatory Cabinet Office PSN (Public Sector Network) Code of Connection requires the Council to meet a baseline personal security standard. This requires completion of a disclosure check for all employees who can access official information. The fee for this Disclosure check will be met by you.

Please note that Disclosure Scotland has changed the way PVG certificates are issued. You will be notified by email from Disclosure Scotland that your certificate is available to view. Once you have viewed your certificate you will be allowed to share this with your employer and it is only available for 14 days from the first day you have viewed the certificate. If you do not grant access to Midlothian Council to view before access is removed, a further application will need to be generated, and this will incur an additional cost.

Please note: If you have spent more than 3 months working or living outwith the UK in the last 5 years then you will also be required to present a copy of an overseas criminal record check. Details of how to apply and contact details can be found on the website.

Additional Information

If you have difficulty applying for this post or accessing attached documents, or if you have a disability and reasonable adjustment is required, please email recruitment@ to discuss with member of the Recruitment Team stating the post reference number.

Midlothian Council is currently undergoing a period of transformation, changing and improving the way it delivers services in Midlothian. As a consequence, there are a number of existing employees for whom we are committed to seeking suitable alternative employment within the Council in accordance with our legal obligations. Candidates are advised that, for some vacancies, internal candidates in this situation will be interviewed before the wider selection pool and a slightly longer delay may be experienced before application outcomes can be advised to you. Thank you for your patience in this matter.

If you are a trainee of a Midlothian Council Training Programme, have a disability or you are a care experienced young person who has previously been a looked after child, you are eligible for a guaranteed interview if you meet the essential criteria for the post.