Service Centre Analyst

Skills Development Scotland

This vacancy is no longer advertised

About the Role

Service Centre Analysts are responsible for dealing with all customer contacts in the first instance. They will log the issue, perform initial diagnosis and if possible resolve the issue to the customer's satisfaction. If resolution is not possible they will pass the issue onto the appropriate resolver group. They will be the first point of escalation for instances where customers are not happy with the service EIS provides.

About Enterprise Information Systems (EIS)

EIS is an ICT Shared Service function of Skills Development Scotland (SDS). EIS provide the full range of ICT Services to SDS, Scottish Enterprise (SE), and Highland and Islands Enterprise (HIE). This ICT Service supports approximately 3000 Users, delivering Enterprise Systems and Data Centre, Business System, Desktop Computing, Network Communications, and Mobile Solutions.

This area of the business operates a multi-supplier model, working with 3rd party suppliers who deliver components of the services. EIS are the Service Integrator in this SIAM model, retaining responsibility for the Business Engagement, Strategy, Solutions, Architecture, Service Management and Service Desk. SDS, SE and HIE play a key roles in driving forward Scotland's economic future through their delivery of the Scottish Government's economic and skills strategy. This is a unique shared arrangement in Scottish Government and has contributed significantly in support of the Scottish Governments' Digital Strategy and driving forward change recommended by the McClelland Report.

This is a fixed term role until 31 March 2018 and is based in Glasgow.

About You

You'll have demonstrable work based experience in call handling and working in a service environment. You'll hold an HND or SCQF level 8 qualification in a computing related subject or equivalent and have sound knowledge of Microsoft based environments.

You'll be able to demonstrate excellent interpersonal skills and be able to work under pressure following agreed processes whilst maintaining a high quality of output at all times.

Closing date for applications is Monday 20 November 2017.

To find out more about working at SDS and our application process, please visit

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