Service Desk Analyst

Scottish Environment Protection Agency; Motherwell; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid and Flexible working

Up to 35 days annual leave + 7 public

LGPS pension scheme

Family friendly policies

Training & development

Employee discounts

Job summary

Scottish Environment Protection Agency (SEPA) is recruiting a Service Desk Analyst on a permanent, full-time basis. Based at the Angus Smith Building, Eurocentral, Motherwell, the role offers hybrid and flexible working arrangements to support staff wellbeing and work-life balance.

Responsibilities include providing first and second line IT support, on-site visits, asset management, and contributing to the rollout of digital services.

Qualifications

• Experience providing first and second line IT support to end users.
• Strong customer service and communication skills.
• Experience using ticketing systems and creating documentation.
• Experience deploying and supporting laptops, desktops, mobile devices and tablets.
• Experience troubleshooting printers and hardware faults.

Responsibilities

• Provide first and second line technical support to end users to minimise business disruption.
• Deliver on-site and remote support including site visits and walk-in troubleshooting.
• Balance priorities and manage urgent escalations while sustaining service levels.
• Manage hardware lifecycle activities for starters, movers and leavers, including provisioning and deployment.
• Coordinate break fix services and hardware replacements for office and remote workers.
• Support asset management and help integrate new digital services into the function.

Skills

First/Second line IT support

Customer service

Ticketing systems

Hardware deployment

Printer troubleshooting

Job description

We are recruiting for a full time Service Desk Analyst on a permanent basis

This role will be based in our Angus Smith Building, Eurocentral, Motherwell

Your passion has never had a greater purpose

Here at SEPA, we’re connected by a passion that drives us to be purposeful in every action we take - to protect our environment. Through our expertise, we lead projects that make a difference for Scotland, and our workplaces are grounded in respect for that expertise.

That’s why, when you join us as Service Desk Analyst, you’ll discover enriching benefits, meaningful support, and opportunities to learn every day. That’s what it means to be Passionately Purposeful - for our environment, and for your career.

Work that goes beyond your desk

Experts at what we do, we work in a professional way towards our shared goals, knowing the work we do makes a genuine, lasting difference on the environment. As Service Desk Analyst, that involves:

• Provide first and second line technical support to end users, managing a varied workload of incidents, service requests and complex technical issues to minimise business disruption.
• Deliver face to face support through site visits and walk-in troubleshooting, taking ownership of complex end user issues, including laptop failures and critical hardware faults, through to resolution.
• Balance multiple priorities effectively, maintaining Service Desk performance while managing urgent user escalations and resource intensive support cases.
• Manage hardware lifecycle activities for starters, movers and leavers, including device provisioning, deployment, collection and configuration to support workforce changes.
• Coordinate break fix services and hardware replacements for both office-based and remote workers, ensuring users remain productive through timely resolution and equipment fulfilment.
• Support enterprise asset management processes, maintaining accurate records of IT equipment and assisting with the integration of new digital services, business transformation initiatives and transitioned Shadow IT solutions into the Digital function.

Respect for your expertise

This is a highly important role within our Finance, Modernisation & Digital portfolio, which means you’ll need:

• Experience building and deploying laptops, desktops, mobile phones, and tablets
• Experience supporting Microsoft Windows and Microsoft 365
• Excellent customer service and communication skills
• Experience using ticketing systems and creating documentation
• Experience supporting and troubleshooting printers

Please open the link to the Digital Analyst role profile link which outlines the core responsibilities and expectations of the role within a defined activity family. Please note the role profile name may be different to the job title being advertised.

Support that goes beyond the workplace

We’re cultivating a workplace that supports not only your passion and your professional lives, but your personal life. So, you’ll find benefits that make a difference at work and at home. Such as:

• Hybrid and Flexible working opportunities
• Up to 35 days annual leave and 7 additional public holidays each year (pro rata)
• Paid time off to support your Wellbeing and enable you to Volunteer in your community
• Local Government Pension Scheme (LGPS)
• Progressive Family Friendly policies
• Training & development to enable colleagues to improve their skills, competencies and knowledge to perform at their best.

Plus, many more lifestyle benefits such as 24/7 access to an online employee discount platform, credit union facilities and access to a Cycle to Work Scheme.

Passionately you. Purposefully supportive

SEPA is committed to promoting equality, diversity, and good relations in everything it does - as a community leader, as a provider and commissioner of services, and as an employer.

Passionately Purposeful about Scotland’s environment - and your career.

Protecting our environment, promoting our work, and supporting our people, working at SEPA means being part of an organisation that’s grounded in respect for your expertise - and your wellbeing. So you can be your best, and make the biggest impact.

We recruit solely based on merit. Our shortlisting process is conducted on an anonymous basis.

We support flexible working arrangements to help you maintain a healthy balance between career and homelife. This includes working part time, reduced hours, job sharing, working remotely. As a flexible first employer we are open to having conversations about flexible working arrangements that work for you and SEPA from day 1 of your employment with us.

We are proud to be a 'Disability Confident' employer and will work to identify and implement reasonable adjustments and equipment to support you in the role that you do.

Applicants with a visual impairment can request job descriptions and application forms in Braille, large print or on tape.

For the security and wellbeing of our colleagues, successful candidates will undergo Baseline Personnel Security Standard (BPSS) pre-employment checks including a level one Disclosure Scotland check.

If you have questions or need any assistance with the recruitment process please contact SEPA’s Recruitment Team at [e-mail]