Permanent IT Helpdesk Technician

Permanent IT Helpdesk TechnicianLocation: EdinburghSalary: £28,860 to £31,318About The RoleWorking pattern: This is a full-time role working 37 hours per week, however we’re happy to talk about flexible working. We’re committed to supporting staff to achieve a healthy work-life balance. We have a progressive flexible working hours arrangement in place to meet business and personal needs.This is an excellent opportunity to join the Business IT Office as an IT Helpdesk Technician.Your work will help the Parliament fulfil its role of examining what the Scottish Government is doing, making new laws on devolved matters, and debating the issues of the day.The Business Information Technology (BIT) Office is responsible for developing and maintaining the IT services of the Parliament. We offer a highly interesting and innovative IT and project environment. This is an exciting time to be part of the team, and you’ll work to support a dynamic, digitally enabled Parliament.The BIT organisational structure has three main teams: Infrastructure, Business Applications and Resources/Governance. This role is in the Client Desktop Services team, which sits within the wider Infrastructure team. The team is focused on the IT Helpdesk, Desktop Support and support for Telephony and Mobile Devices.We support approximately 1500 network users including those at Holyrood and the remote support of MSP constituency and regional offices. Our environment is mainly Windows 10 and Office 365, with business applications in use by the parliamentary service.As an IT Helpdesk Technician, you’ll provide first and second line support for incidents, service requests and account requests. You will be required to prioritise and diagnose incidents and implement solutions where applicable in line with service standards. You’ll demonstrate a broad technical aptitude, excellent customer service and strong attention to detail. You will have a good knowledge of a range of hardware and software, including working on mobile devices.You’ll be part of our culture where team members are empowered to deliver high quality work which will enhance the reputation of the Parliament. You’ll also champion collaborative working with colleagues across the parliamentary service, promoting positive and open communication, as well as our commitment to diversity and inclusion.Please apply before 11.59am on 10 January 2024.About YouThe successful candidate will be experienced in providing effective technical advice to customers and undertaking detail-orientated tasks such as account creation. You’ll be responsible for the prioritisation and progress of day-to-day tasks within the IT Helpdesk, recording your progress so that others can pick up your work if required, as well as contributing to IT Helpdesk knowledge sources. You’ll also ensure IT assets are accurately tracked on our database and record details of their particular configuration. You will work with our projects, suppliers and strategic partners to ensure the prompt and customer focused resolution of incidents.You’ll contribute to the continuous service improvement of the IT services we provide, and initiate actions to maintain and improve service levels. You’ll be motivated to share information and assist others on the IT Helpdesk with their work.You’ll also contribute to an inclusive and collaborative working culture which values diversity and encourages openness.If you’re looking for a new challenge and the opportunity to contribute to the Parliament’s vision, we’d love you to apply.Take a look at the job description and application pack for further information about this role.We will provide you with details of our security vetting policy and you will be required to complete a security questionnaire. Some of our roles will require membership of the Protection of Vulnerable Groups (PVG) Scheme. For further information, please see our Policy on the employment of ex-offenders and use of disclosure.RefereesIf you’re successful, we’ll approach previous and/or current employers for a reference. If you have no employment history we may approach any school, college or university you have attended.We can only make a formal offer of employment once we have received your security clearance, eligibility to work in the UK and references. Your health assessment will be used to inform us of any adjustments you require before you start with us.Our commitment to an inclusive workforceWe are a Disability Confident Leader Employer and guarantee to interview any disabled candidates who meet the minimum criteria for the role.If you have a disability and would like to talk to us about any aspects of this job, please contact us.More details of our recruitment process can be found here. Please also let us know if you require any adjustments to this process.Closing date: 11.59am on 10 January 2024.