Associate Service Desk Analyst A4

Disclosure Scotland provides criminal record checking services to individuals and organisations to support safer recruitment and protect vulnerable groups. Disclosure Scotland is currently undergoing a digital transformation to develop and continuously improve services based on user needs.

This is a critical public service to safeguard the vulnerable and this is a rare opportunity to help transform the way the government provides this service. To enable this transformation we need to develop our internal operating model to establish teams who will work collaboratively to deliver and improve our services in an agile manner.

We require innovative resilient and enabling technology to meet the current and future needs of the business translating and supporting the business strategy through functional and operational plans for IT delivery. We are hosting our new services in AWS supported by a fully automated infrastructure platform.

• Identify and register incidents gathering the required information and allocating it to the appropriate channel show an awareness of problem resolution processes pass problems on to your team.
• Investigate problems in systems processes and services with an understanding of the level of a problem (for example strategic tactical or operational) contribute to the implementation of remedies and preventative measures.
• Collate data from depositories and provide basic reporting.
• Show an awareness or understanding of user experience analysis and its principles explain the purpose of user stories and the focus on user needs.
• Responsible for 1st line support of all desktop laptop and Macbook ticket issues including but not limited to hardware fault investigation password and account maintenance Setting up accounts as requested liaise with Security personnel to validate access permissions. Ensuring that all issues are documented within JIRA tickets.
• Use of the JAMF Apple management suite to administer Macbook devices documenting all assets and ensuring that hardware software and licence details are fully documented and up to date at all time by reviewing the asset register regularly.

Working pattern

This role is a permanent level transfer position.

How to Apply

Applications for this position will only be accepted from substantive A4 employees.

Please submit a statement outlining your suitability for the role relevant skills and experience and what you would bring to the team (maximum 500 words).

Selection Process

All candidates will be invited to an informal discussion with the Hiring Manager.

Informal discussion dates tbc.

Further Information

If you have specific questions about the role please contact

Read ourCandidate Guidefor further information on our recruitment and application processes.