Service Desk Analyst

The Scottish Fire and Rescue Service would like to invite applications for the post of Service Desk Analyst based at West Asset Resource Centre, Cambuslang.

This is a full time post working 35 hours per week however applications from individuals seeking to work on a part time, job share or flexible working basis would be considered.  The successful candidate will be required to participate in the Service Desk shift pattern, which is - Monday to Friday 8am-4pm; Monday to Friday 9am-5pm; and Monday to Friday 10am-6pm.

The primary role of the Service Desk Analyst within the Scottish Fire and Rescue Service's (SFRS) Digital and Technology Services Service Desk is to provide frontline support in service desk operations. This includes resolving incidents, fulfilling service requests, and implementing changes in accordance with ITIL framework principles. The Service Desk Analyst will handle incoming issues via telephone, email, or self-service portal, ensuring prompt and accurate resolution within defined Service Level Agreements (SLAs).

Key responsibilities include delivering excellent customer service, maintaining high customer satisfaction levels, and collaborating with other Digital and Technology Services teams to support and enhance the SFRS’s infrastructure. The postholder will utilise strong communication, analytical, and problem-solving skills to diagnose and resolve issues effectively, using resources such as knowledge base articles, documentation, and online resources. When unable to resolve an issue, the Service Desk Analyst will escalate it effectively to the appropriate specialist teams. Additionally, the Service Desk Analyst will maintain in-depth knowledge of relevant technologies, processes, and procedures in line with current ITSM trends.

The role is crucial in ensuring smooth service desk operations, enhancing user satisfaction, and supporting the strategic objectives of the Scottish Fire and Rescue Service.

Full details of the role and our recruitment process can be found in the attached information pack. 

Salary on appointment will normally be at the lower salary point, with progression subject to regular review - in line with the SFRS performance appraisal arrangements.  A higher salary placing will be considered in exceptional circumstances subject to experience demonstrated.

This post is also subject to the provision of the Rehabilitation of Offenders Act 1974 (Exclusions and Exemptions) Scotland Order 2013. Therefore, the successful candidate's will be subject to a Level 2 Disclosure record check through Disclosure Scotland.

The Scottish Fire and Rescue Service is an Equal Opportunities employer and encourage applications from all sectors of the community. In addition, we are committed to being a “Disability Confident Employer” and will ensure that all applicants who meet the essential criteria for the role are invited for interview.

If you would like to apply in a different format, please email People Services at SFRS.PODVacancies@firescotland.gov.uk.

Please note, a fully completed application form must be submitted as SFRS do not accept CVs in support of applications for employment.