Location
Edinburgh
Office
BIT (Business IT)
Advertising Salary:
£34,459 - £41,680

About The Role

Temporary Full-Time (6 months) Grade 3

About the role

Working pattern: This is a full-time post, however, we are happy to talk about flexible working as we’re committed to supporting staff to achieve a healthy work-life balance. This is a hybrid role, working from Holyrood, and from home.

This is an excellent opportunity to join the Business IT office as a Technical Investigations Specialist.

The Business Information Technology (BIT) Office is responsible for developing and maintaining the IT services and their underlying infrastructure which support and enable the business of the Parliament and its Members.

The office supports approximately 1600 network users including those at Holyrood and those requiring remote support at home, constituency, and regional offices. Our environment is mainly Windows 10 and Office 365, with business applications in use by the parliamentary service.

The BIT office organisational structure has three main elements: Infrastructure, Business Applications and Resources/Governance. The role is located in the Infrastructure function of BIT, in the Client Desktop Services team. This team is responsible for the first and second line delivery of high quality, customer focussed support and contains specialism in IT Helpdesk, Desktop Support, Telephony and Mobile Devices.

As a Technical Investigations Specialist you will be experienced in high quality hardware and software support and be specialised in the ongoing maintenance of the Microsoft desktop environment.

You will provide second line support for incidents and service requests and will be encouraging and facilitating others to assist your work. You will demonstrate excellent customer service and will build relations with customers and internal colleagues to help to deliver their requirements.

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

Please apply before 23.59 on 16 October 2024.  Full details of our selection process is outlined below.

About You

The successful candidate will be experienced in providing technical hardware and software support to customers. They will be responsible for overseeing day to day technical troubleshooting involving desktops, laptops, tablets and their peripherals.

They will be responsible for building and testing windows devices, as well as troubleshooting issues with software updates in partnership with other support staff.

The candidate will be involved in the movement of IT kit for office moves and also be responsible for liaising with suppliers about the maintenance of our end user device estate.

The candidate will provide feedback to colleagues working on the PC Support function to help them to improve their performance and the service that they provide, sharing information and assisting others with calls. They will maintain and improve process documentation for others to follow.

They will also recommend and undertake continuous service improvement initiatives for the IT services we provide, and initiate actions to maintain and improve service levels.

They will play a key role in the initial response to technical issues around devices, ensuring that the beginning of an underlying issue is identified, the business impact is understood and that the matter is escalated promptly and correctly.

For full information about the role, have a look at the job description.

The Selection Process

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 5 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.