IT Service Desk Analyst

About the role

The IT Service Desk Analyst provides first‑line, customer‑focused IT support for Registers of Scotland. Working in a fast‑paced environment, you will be the key point of contact between the IT team and the wider organisation, handling incidents, service requests and changes.

Key responsibilities

• Log, categorise, prioritise and progress IT incidents and service requests using ServiceNow.
• Provide advice and first‑line technical support via phone, email, Microsoft Teams and face‑to‑face.
• Monitor tickets to ensure timely resolution in line with service level agreements.
• Identify recurring issues, maintain accurate records and communicate updates clearly.
• Contribute to continuous improvement by sharing knowledge and supporting incident‑handling processes.

Required profile

• Professional and customer‑focused attitude.
• Ability to work independently and take ownership of issues.
• Strong communication skills across multiple channels.
• Willingness to work in a hybrid environment with on‑site days in Edinburgh.

Required skills

• ServiceNow
• Microsoft Teams

What we offer

• Salary £36,366‑£39,037 per year
• Pension contribution 28.97% (RoS)
• 38 days annual leave (increasing to 42 with service)
• Hybrid working pattern, 35‑hour week
• Permanent contract