About the job

Job summary

This Modern Apprentice post lies within the Service Management team. The team is one of the areas within the Digital Services Operations (DSO) Branch of Digital Information Services Division (DISD). DSO branch is responsible for the management and continuous improvement of Agriculture Rural Economy (ARE) directorate’s business critical digital services.

This post reports to the IT Asset Manager and supports asset management administration (hardware and software), on-boarding and off-boarding of IT staff and accommodation requests using toolsets that include Jira Service Management (JSM); and Microsoft.

Additional duties will be driven by changing business demand. The post holder will be expected to work as part of the wider team and collectively pull together, supporting other administrative duties as these occur. The post holder will work on site as required at Saughton House, as part of a hybrid working pattern.

The team provides support to IT colleagues within the Division and liaises with a wide variety of internal and external teams to do this. You will build effective networks and excellent communication skills in this role and will be encouraged to develop through learning opportunities that arise. You will be encouraged to join our Modern Apprentice Network where you will gain additional support to help you reach your potential. This role provides a great first step to a career within Scottish Government, an organisation that plays a part is every issue that matters to people in Scotland.

Job description

• Maintain the team mailbox and service desk queues. Analyse and progress all emails and tickets on a daily basis. Promptly action any requests that are allocated to you. Prioritise cases and assign them to others as necessary.
• Process requests for on-boarding new staff sometimes within short timescales by: organising assets, IT systems accesses, building access, supporting inductions and issuing welcome packs to new staff. Process requests to off-board staff sometimes within short timescales by: collecting in assets and closing down IT systems and building accesses, and issuing leaver emails. Assisting with the allocation of hardware (desktops, mobile phones, laptops) and software for staff already in ISD.
• Administration of various tools to support the delivery of asset management. These include the division’s asset register, iFIX, Jira Service Management, Jira, Objective (the Electronic Records and Document Management eRDM system), weekly reports.
• Carry out virtual floor walks every 6 months for asset inventory. Identifying surplus SCOTS devices for return to iTECS.
• Printers - maintaining supplies of consumables, reporting faults & giving basic user advice.
• Responsibility for managing loans of non-SCOTS laptops and other IT items - confirm bookings, sign the kit in and out promptly, store kit securely when not on loan.
• Submitting access sheets and visitor lists to Saughton House Security, booking meeting rooms and providing assistance for meeting room maintenance and accommodation projects.
• Undertake to monitor, progress and report on professional development recording suitable updates in Personal Learning Plan (PLP) throughout the appraisal year including completion of annual mandatory training e-learning modules.

Person specification

1. Experience of customer service and a proven team player who is able to work well with others but also carry out individual tasks as required, with the minimum of supervision.
2. Good communication skills with confidence in dealing with a range of people and producing written work that is accurate, clear and concise.
3. Good administration and organisational skills with the ability to prioritise workloads to achieve targets.
4. Strong IT skills including experience of using a variety of IT systems, including Microsoft Office products or equivalent, and show awareness of Data Protection and Data Security.

Benefits

Alongside your salary of £23,735, Scottish Government contributes £6,408 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

Interviews will be in person and take place on-site at Saughton House, dates to be confirmed.

Please apply using the link provided below. 

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.