Job Description

Details

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Reference number

411739
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Salary

28,235 - 31,131
Starting salary is 28,235 with the maximum salary on this scale being 31,131 subject to future COPFS pay awards. All salaries are pro rata for part-time staff. This is inclusive of a 3,000 pensionable IT allowance and is subject to future COPFS pay awards. All payments are pro rata for part-time staff.
A Civil Service Pension with an employer contribution of 28.97%
GBP
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Job grade

Administrative Officer###

Contract type

Permanent###

Type of role

Information Technology###

Working pattern

Full-time###

Number of jobs available

1

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Glasgow (Legal House),




Office attendance will be required for the initial two weeks for training and development. Attendance will be required three times a week thereafter or as and when required.

About the job

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Job summary

About the Role:

Are you passionate about tech and love helping people solve problems? We are looking for a proactive and customer-focused IT Service Desk Analyst to be the first point of contact for all things IT. As the first point of contact for IT support, you will provide front-line technical assistance to internal staff and external stakeholders. You will be responsible for resolving a wide range of hardware, software, and network issues, managing service requests, and ensuring a high standard of user experience through clear and professional communication


This is an excellent opportunity for a motivated individual with a passion for IT support and service excellence to contribute to a vital public service.

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Additional Information:

If you would be interested to learn more about this role, please see the attached application pack for further job details, salary information and assessment guidance.

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Job description

The Information Services Division (ISD) supports and delivers a range of efficient, resilient, innovative and secure digital services to enable COPFS to deliver its core services.


As our IT Service Desk Analyst, you will be the first point of contact for IT support within COPFS, providing front-line technical assistance to users, helping resolve common issues with hardware, software, and systems.


SCOPE OF THE ROLE

Troubleshoot and resolve hardware, software, and network issue Log, manage, and escalate incidents and service requests in line with agreed Service Level Agreements Maintain clear and professional communication with users throughout the support process, ensuring a positive user experience


ROLE SPECIFIC DUTIES

Provide first-line telephone and digital support to internal staff and external stakeholders Resolve IT issues and fulfil service requests, including equipment orders and access changes Log and manage incidents within agreed timeframes, keeping users informed throughout the resolution process Adhere to internal IT policies, procedures, and service standards. Perform additional support tasks as required by the service desk team. Respond to and resolve IT support requests, including password resets, software installations, and access permissions Assist in the setup and configuration of onsite hardware such as laptops and mobile devices Support the rollout of software updates, patches, and security configurations across user devices ###

Person specification

This opportunity will suit applicants with a background in IT support or service desk operations. You should have the ability to provide first-line technical assistance, resolve a wide range of IT issues, and deliver excellent customer service in a fast-paced environment.


Please note applicants must be able to demonstrate the below essential criteria:

Strong understanding of IT support processes, tools, and best practices, with a focus on Microsoft platforms including Active Directory and Microsoft 365 Excellent communication skills to effectively support and guide users with varying levels of technical knowledge Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently Proven ability to work collaboratively within a team and manage competing priorities ###

Behaviours

We'll assess you against these behaviours during the selection process:


Delivering at Pace Communicating and Influencing Managing a Quality Service ###

Technical skills

We'll assess you against these technical skills during the selection process:


Familiarity with IT Service Management (ITSM) tools

Benefits

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Alongside your salary of 28,235, Crown Office and Procurator Fiscal Service contributes 8,179 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We offer an excellent range of benefits which include:

25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 4 years). Generous Civil Service Pension employer contribution, on average over 28.97% of your pay Flexible working hours and family friendly approach to work. Cycle to Work Scheme and Season Ticket Loans. Employee Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.

Things you need to know

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Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills.
Please see our application pack for full details.



Feedback will only be provided if you attend an interview or assessment.###

Security

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.###

Nationality requirements

This job is broadly open to the following groups:


UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements
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Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.



We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.###

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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This vacancy is part of the Great Place to Work for Veterans initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.###

Contact point for applicants

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Job contact :

Name : Tom Wright Email : tom.wright@copfs.gov.uk
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Recruitment team

Email : recruitment@copfs.gov.uk ###

Further information

Please see our application pack for full details.


https://www.copfs.gov.uk/about-copfs/careers/