Service Desk Analyst

Service Desk Analyst – Registers of Scotland

Salary: £36,366 – £39,037 per year
Location: Edinburgh, Scotland, with occasional support in Glasgow
Contract: Permanent
Hours: 35 hours per week
Working pattern: Full-time, flexible and hybrid
Grade: Executive Officer (EO)
Vacancies: 1
Employer: Registers of Scotland
Closing date: 24 September 2026 at 11:55pm

Job Details

Registers of Scotland (RoS) is recruiting a Service Desk Analyst to join its Digital Services/IT Services team.

This is a first-line IT support position for someone with experience working in an IT Service Desk or similar support environment. You will provide technical assistance to colleagues, manage incidents and service requests, troubleshoot problems and help maintain a high-quality IT support service.

The role is based at Meadowbank House in Edinburgh, with a hybrid working approach and occasional support required at the St Vincent Plaza office in Glasgow.

About the Role

The Service Desk Analyst will act as a key contact between IT and the wider organisation.

You will handle IT incidents and service requests through channels including:

• Telephone
• Email
• Microsoft Teams
• Face-to-face support
• ServiceNow

The successful candidate will be expected to take ownership of issues, resolve problems at first contact where possible, escalate appropriately and keep customers informed throughout the process.

The role also offers opportunities to contribute to service improvements, knowledge sharing and the development of IT support processes.

Key Responsibilities

• Provide first-line IT support to colleagues.
• Log, categorise and prioritise incidents and service requests.
• Troubleshoot user, desktop, laptop and peripheral issues.
• Resolve technical problems at first point of contact where possible.
• Escalate issues when specialist support is required.
• Monitor tickets and ensure they progress within agreed service standards.
• Maintain accurate incident, request and IT asset records.
• Create and update knowledge articles and support documentation.
• Identify recurring problems and contribute to service improvements.
• Work with IT, HR, Estates and other internal teams.
• Support colleagues through hybrid-working arrangements.
• Share knowledge with new and junior team members.
• Contribute to IT service improvement projects and operational activities.

Requirements / Person Specification

Applicants should have experience in an IT Service Desk or first-line IT support environment.

Key requirements include:

• Experience logging, triaging and progressing incidents and service requests.
• Experience troubleshooting user issues.
• Experience working to deadlines, service standards or SLAs.
• Experience maintaining support records or technical documentation.
• Understanding of ITIL practices.
• Practical knowledge of Microsoft 365, including Teams.
• Experience using ServiceNow or a similar IT service-management system.
• Knowledge of IT ticketing and incident-management processes.
• Practical understanding of desktop, laptop and peripheral troubleshooting.

Strong communication skills are also important. You should be able to explain technical problems and solutions clearly to non-technical users.

Salary & Benefits

The role offers a salary of £36,366 to £39,037 per year.

Benefits include:

• Civil Service Defined Benefit Pension Scheme.
• Employer pension contribution of up to 28.97%.
• 38 days annual holiday, increasing to 42 days with length of service.
• Flexible and hybrid working.
• Professional development and training opportunities.
• Pay progression.
• Parental leave provisions.
• Inclusive working environment.
• Disability Confident employer.
• Opportunities to work with modern digital technology.

Working Pattern

The position is for 35 hours per week, Monday to Friday.

The Service Desk operates between 7:30am and 5:30pm, with staff working within a rota.

Current shift patterns include:

• 7:30am – 3:00pm
• 8:45am – 4:15pm
• 10:00am – 5:30pm

Regular on-site attendance in Edinburgh is required, with occasional support for the Glasgow office.

RoS may consider alternative working arrangements such as compressed hours, term-time working or part-time working on a case-by-case basis.

Visa / Right-to-Work

Important for applicants seeking UK sponsorship: the vacancy information provided does not state that visa sponsorship is available for this role.

Civil Service nationality and immigration requirements apply. The advert states that eligible applicants can include UK nationals, Irish nationals, qualifying Commonwealth nationals with the right to work in the UK, and certain EU/EEA/Swiss/Turkish nationals or individuals with qualifying UK immigration status.

Applicants should therefore check their nationality and right-to-work eligibility carefully before applying.

Do not assume that this vacancy provides Skilled Worker visa sponsorship.

Application / Selection Process

Applicants will need to submit:

• A CV of no more than 4 pages.
• Application responses addressing the required behaviour and technical criteria.
• Responses of up to 300 words per criterion.

The employer recommends using the STAR method when preparing examples.

If applications are high in volume, an initial sift may be conducted against the technical and experience criteria.

Successful applicants may also be invited to a telephone interview before progressing further.

The second stage includes an in-person assessment, consisting of:

• Behaviour-based interview.
• Pre-prepared case study and additional exercise.

Interview questions will be provided 15 minutes before the assessment.

Deadline

Applications close at 11:55pm on Thursday 24 September 2026.

Recruitment timeline:

• Application sift: from 25 September
• Assessment invitations: 8 October
• Interviews: week commencing 19 October

Dates may be subject to change.

Full Details + Apply

For the official vacancy and application instructions, use the Apply option on the original Registers of Scotland/Civil Service Jobs advert.

Reference: 481020
Job: Service Desk Analyst
Employer: Registers of Scotland

FAQs

What is the salary for the Service Desk Analyst role?

The salary is £36,366 to £39,037 per year.

Where is the job based?

The main location is Meadowbank House in Edinburgh, with occasional support required at the Registers of Scotland office in Glasgow.

Is the job permanent?

Yes. This is a permanent position.

How many vacancies are available?

There is currently 1 vacancy, although additional posts may be offered if funding allows.

Is the role hybrid?

Yes. The position uses a hybrid working approach, but regular on-site attendance in Edinburgh is required.

Is visa sponsorship available?

The advert does not state that visa sponsorship is available. Applicants who require sponsorship should confirm their eligibility directly with Registers of Scotland before applying.

What IT experience is required?

Applicants should have experience in IT Service Desk or first-line support, including incident logging, triage, troubleshooting and escalation.

Is ServiceNow experience required?

The advert asks for demonstrable experience using ServiceNow or a similar IT service-management system.

Is Microsoft 365 knowledge required?

Yes. Applicants should have practical knowledge of Microsoft 365 products, including Microsoft Teams.

What are the working hours?

The Service Desk operates Monday to Friday between 7:30am and 5:30pm, with staff working on a shift rota.

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