Digital Support Officer (Fixed Term Contract 23 Months)

The Digital Support Officer is responsible for providing technical support for the organisation’s digital products and IT services. With a strong focus on quality assurance, issue management and problem-solving, they help to ensure that the organisation has reliable and effective digital products, IT infrastructure and business applications. They provide functional testing for product developments and IT updates to help ensure they meet requirements. 

Role Specific Responsibilities

• Operate the Digital Support Helpdesk, including issue management, problem management, business application management and IT/digital hardware/software asset management.
• Support the delivery of digital products and IT services to agreed, stable and reliable levels - regularly monitoring and reviewing services and producing appropriate reports.
• Work closely with third-party suppliers to manage bugs/issues/problems in a timely and effective manner. 
• Contribute to the maintenance of a Knowledge Base which contains accurate information about digital products and IT service processes and procedures and outlines appropriate details, dependencies, and interfaces.
• Support the effective and efficient operational performance of GTC Scotland’s business systems and applications, testing updates and providing support to internal users.
• Support the effective manual functional testing of digital product developments, using relevant International Software Testing Qualification Board (ISTQB) test techniques.
• Follow the ITIL Process Framework for the effective operation of IT services.   
• Be familiar with the organisation’s Information Security Policy and promote adherence to policy, procedures, and good information security practice.
• Support the maintenance of Cyber Essentials certification and ensure that any security and service risks identified are reported through the appropriate channels.
• Support day-to-day activities and project work for digital products and IT services, including the administration of digital expenditure as required.
• There is a requirement for some travel to the office in Edinburgh to provide technical support and provisioning hardware.
• Perform other duties that may be reasonably required within the scope of your role as assigned to you. 

We don’t expect perfection. If you don’t meet 100% of the requirements but you share our values and you believe you have the potential to be successful in the role, we encourage you to still apply.

We are committed to building a diverse and inclusive team where people can bring their whole selves to work. We want to hire the best person for the role, irrespective of their background. We use a recruitment platform which aims to reduce any unconscious bias.

Working Hours / Pattern

We see this role being based on full time working hours of 35 hours per week, however we would still like to hear from you if you are interested in the role but have alternative needs in relation to working hours or pattern.

Application and Selection Process

1. Apply via the Applied URL platform (link provided) by the closing date of 12 noon on Monday 11 March 2024.
2. Invites to interview issued by Monday 18 March 2024.
3. Interviews will take place via Microsoft Teams on Monday 25 March 2024. We advise you to hold this date in your diary.

If you have a medical condition or other individual need which you believe may affect our interview / assessment arrangements, or your ability to be at your best please, let us know so we can discuss how we can support you and make any adjustments that may be required.

Please note that GTC Scotland is unable to provide sponsorship for work visas.

If you have any questions about the role or about the application process, please contact recruitment@gtcs.org.uk