ICT Service Desk Analyst

at Scottish Fire and Rescue Service
Location Flexible Location, United Kingdom
Date Posted November 28, 2018
Category Digital
Job Type Full-time
Contract Type Permanent & Temporary
Salary £20,001 - £30,000
Hours 35


The Scottish Fire and Rescue Service would like to invite applications for the post of ICT Service Desk Analyst, based in one of our ICT Workshops in Dundee, Hamilton, Inverness, Johnstone or Newbridge, on a fixed term basis for 12 months and a permanent basis. These are full-time opportunities, working 35 hours per week on a rota basis, 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. 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. Also, to escalate incidents when considered appropriate and necessary in order to maintain SLA expectations. 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.

Applicants are required to have Intermediate 2 qualifications in English and Computing or equivalent experience. Excellent communication skills are essential, as is being technically fluent in a range of operating systems and technology hardware. ITIL V3 Foundation and a customer service professional qualification are also desirable.

This roles operate as part of a rota basis, Monday to Friday, 0800 - 1600, 0900 - 1700 and 1000 - 1800.

Full details of the role and our recruitment process can be found in the attached 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 telephone Fiona Campbell on 01698 402569 or email SFRS.PODVacancies@firescotland.gov.uk.


Please note, a fully completed application form must be submitted as SFRS do not accept CVs in support of applications for employment.

Applications must be made online at myjobscotland.gov.uk

Drop files here browse files ...
pdf, doc, docx, txt