1st Line Support Analyst
If you require this advert in another format, please contact recruitment@sds.co.uk or call 0300 013 5119.
We are recruiting two permanent, full time, 1st Line Support Analysts
About the You and the Role
We have two openings for 1st Line Support Analysts to join our dedicated and friendly team, focused on providing exceptional service to our end users.
As a 1st Line Support Analyst, you’ll be responsible for managing and documenting all customer interactions. Acting as the main point of contact, you’ll record issues, perform initial diagnoses, and, where possible, resolve problems to ensure customer satisfaction. If resolution is not possible, you’ll escalate the issue to the appropriate team for further handling.
The role requires a customer-centric approach, with the ability to understand and address technical challenges. Strong communication skills are essential, particularly in active listening and asking questions to gather necessary information. You should be detail-oriented with solid analytical and problem-solving abilities, especially in an environment with changing priorities.
Under the guidance of the Service Desk Team Leader, you’ll also contribute to ongoing service improvements and collaborate with other Operations teams to enhance service delivery.
To be successful, you should have relevant work experience equivalent to SCQF Level 7 or an HND in an IT-related field. A customer-focused mindset, combined with the ability to innovate and deliver cost-effective solutions, will be highly valued.
We’d love for you to join us and make an impact you can be proud of!
About EIS
The Enterprise Information Services (EIS) Operations team is responsible for all the ‘business as usual’ services and includes the provision of a service desk as the central contact point for all customers, 1st, 2nd and 3rd line support for Microsoft technologies, Cloud Team for all Azure support and management, Account Admin and the management of all incidents, problems, and changes, along with all service management functions.
EIS is part of the Enabling Services directorate at SDS and is responsible for the provision of Information and Communications Technology (ICT) services internally and to partner organisations; Scottish Enterprise (SE) and Highlands and Islands Enterprise (HIE) and South of Scotland Enterprise (SOSE). The service supports approximately 3,500 users throughout these bodies, delivering business applications and desktop computing services over an extensive communications network that includes international sites.
Values
Our organisational values are created by our colleagues and are the compass that guide our behaviours and actions with our customers and each other. We need our future colleagues to share these values and help us to continue to deliver our bold ambitions for the future;
- We put the needs of our customers at the heart of all we do
- We make use of our combined strengths and expertise to deliver the best outcomes
- We demonstrate self-motivation, personal responsibility, and respect
- We continually improve to achieve excellence
Benefits
SDS is an award-winning equal opportunities and fair work employer. Our values and culture are owned and driven by our colleagues and show our commitment to our customers - the people of Scotland. Our employees enjoy a wide variety of progressive benefits and working practices. We prioritise employee engagement, wellbeing, and development, making us a great place to work.
Click here to see the full range of our Benefits
Where you’d be based
This vacancy base is flexible, however weekly travel to our Glasgow offices will be required. SDS are working to a hybrid working model, therefore the successful applicant is expected to work from both home and an SDS workplace on a regular basis. Happy to discuss this with candidates at Interview.
SDS as an Inclusive Workplace
At SDS we are committed to equality, diversity and inclusion. If you've got the right skills for the job, we want to hear from you. We encourage applications from the right candidates regardless of age, disability, gender identity, sexual orientation, religion, belief or race. To support our ambitions our application process is anonymised. Therefore, while we want to know about your relevant skills and experience, please avoid disclosing any identifying characteristics.
Our Application Process
The closing date to submit your application is 5th March 2025. Interviews are due to be scheduled as soon as possible thereafter.
More information on the interview format will be made available if you are invited to interview. To find out more about working at SDS and our application process please visit us at https://www.skillsdevelopmentscotland.co.uk/work-with-us/
If this opportunity excites you and you would like to discuss the role in more detail to help you decide if it is right for you, please contact Frank Bonner, Frank.Bonner@sds.co.uk or Donna Cargill, Donna.Cargill@sds.co.uk.
Internal applicants should discuss their application with their People Manager prior to applying for this post.