Internal Candidates Only, Temporary IT Helpdesk Specialist, BIT, Full-time

Temporary until 31 March 2025

About the role

Working pattern: This is a full-time role working 37 hours per week, however we’re happy to talk about flexible working. We’re committed to supporting staff to achieve a healthy work-life balance. We have a progressive flexible working hours arrangement in place to meet business and personal needs. 

This is an excellent opportunity to join the Business IT Office as an IT Helpdesk Specialist.

Your work will help the Parliament fulfil its role of examining what the Scottish Government is doing, making new laws on devolved matters, and debating the issues of the day.

The Business Information Technology (BIT) Office is responsible for developing and maintaining the IT services of the Parliament.  We offer a highly interesting and innovative IT and project environment. This is an exciting time to be part of the team, and you’ll work to support a dynamic, digitally enabled Parliament.

The BIT organisational structure has three main teams: Infrastructure, Business Applications and Resources / Governance. This role is located in the Client Desktop Services team, which sits within the wider Infrastructure team. The team is focused on the IT Helpdesk, Desktop Support and support for Telephony and Mobile Devices.

We support approximately 1500 network users including those at Holyrood and the remote support of MSP constituency and regional offices. Our environment is mainly Windows 10 and Office 365, with business applications in use by the parliamentary service.

As an IT Helpdesk Specialist, you’ll be specialised in high quality IT Helpdesk support and will be the custodian of our knowledge base and helpdesk processes.

You’ll provide first and second line support for incidents and service requests, specialising in remote office support, and will encourage and facilitate colleagues on the IT Helpdesk to optimise the support they provide.

You’ll be solely responsible for maintaining and improving the IT Helpdesk’s remote support of MSP constituency and regional offices. You’ll be a key contact for those needing assistance, providing a centre of excellence in this area. You’ll also be the lead resource in overseeing and co-ordinating key suppliers who service remote offices.

You’ll provide feedback to colleagues working on the IT Helpdesk to help them to improve their performance and the service that they provide. You’ll also actively contribute to continuous service improvement for the IT services we provide, and initiate actions to maintain and improve service levels.

You’ll encourage a culture where your team members are empowered to deliver high quality work which will enhance the reputation of the Parliament. You’ll also champion collaborative working with colleagues across the parliamentary service, promoting positive and open communication, as well as our commitment to diversity and inclusion.

For further information about the role please contact  [email protected] 

Please apply before 23:59 on Wednesday, 16 October 2024.  Full details of our selection process is outlined below.

Stage 1

How to apply and our selection process

We are a values-based organisation. Our values are a central part of our working culture and our people management processes. We use these to recruit, manage and develop our staff. For more information on our values and behaviours framework, please visit our values pages in our Employee Handbook.

To apply for our roles, click 'apply' and this will allow you to register and upload your CV (if you've not already).

You’ll be asked to write a values-based supporting statement based on the job description of the role you’re applying for. The job description will detail the main recruitment selection criteria under each value, in the sections titled “And in delivering these, you will have”. Your application will be assessed solely on your statement.

You’ll need to provide one or more examples to cover each bullet point, in the four value sections entitled “And in delivering these you will have”  

Please provide details from your background or career, of where and how you have demonstrated that value.

When completing and submitting the values-based statement to apply of this role:

• Please provide evidence against each of our four values, a maximum of 400 words is allowed per value 

• Please use the STAR format (Situation, Task, Action, Result) to address the key delivery requirements under each value in the Job Description. You’ll need to provide examples to cover each point in all the sections entitled “and in delivering these you will have”.

• Each value should be clearly formatted, and your examples may include specific skills, experience, abilities, knowledge and strengths you have.

• We have a separate box on our system for you to input each value

• Please do not input anything into the values boxes until you’re ready to submit your application.

• Please complete your answers offline, perhaps in Word, and then copy and paste your answers into the system when you’re ready to submit your application.

• We recommend that you check your answers, by reading the inputted information in the box, when you’ve copied and pasted the information into the system, just to ensure it’s all there.

• Please only click ‘Next’ to submit your application when you're content it’s complete. When you click ‘Next’, you don’t have the option to go back.

• If you 'cancel' then your work won't be saved.

• The system will time out after an hour and your work will be lost if you don’t complete it in that time. You don't have the option to save your application and return to it later.

• If the system times out, you can go into your ‘candidate profile’ to access and complete your statement.

• If you mistakenly submit your statement prior to completing this on the system, please email [email protected] with full details of the role you’re applying for, what has happened, and your completed statement.

Please note that only your supporting statement will be submitted to Hiring Managers, without any personal details, and they will then select candidates for further assessment or interview.

Stage 2

At the final stage, you’ll be invited to attend a in person panel interview. Interviews will be held on 4 November although this is subject to change.  

Feedback will be provided on request. 

If you have any questions about the recruitment process, please email [email protected]

After the interview

We’ll aim to let you know the outcome of your interview as soon as we can. This will normally be within 10 working days. If you’re unsuccessful at interview stage, you can ask us for feedback. We want to ensure a positive candidate experience, so we’ll also contact you to ask for your feedback on the whole recruitment process. 

Our commitment to an inclusive workforce

We are a Disability Confident Leader Employer and guarantee to interview any disabled candidates who meet the minimum criteria for the role.  If you have a disability and would like to talk to us about any aspects of this job, please contact us.  More details can be found here.