West Lothian Jobs Fund Trainee IT Service Desk Analyst

Job Title West Lothian Job Fund Trainee IT Service Desk Analyst

Service & Location IT Services, Civic Centre, Livingston

Hours/Days of Work 26 Hours per week with days and shift pattern to be confirmed

Rate of Pay WLJF Trainee Rate (6 Month Fixed Term Contract)

Purpose of Job

As a WLJF Trainee IT Service Desk Analyst will learn how to assist with providing technical IT Service Desk to all IT customers.

Job Scope

• Assist with the delivery of technical solutions to events, incidents and issues.
• Assist to provide service desk and technical skills to projects that involve the delivery of or changes to IT service provision.
• Assist to eliminate recurring incidents, identify problems and progress root cause analysis improving the overall IT service delivery to customers.
• Assist with the maintenance of the IT Service Catalogue.
• Adhere to IT Service's processes and standards.

Key Tasks

• Assist with address of 1st and 2nd line service desk technical demands arising from the IT Service Desk, IT Service Centre, business as usual activities and project tasks.
• Assist with list of incidents, change requests and project tasks that need to be prioritised with urgent problems with production systems taking priority.
• Assist with being a regular point of contact for customers who have reported faults and raised incidents and are looking for immediate resolutions to their issue.
• Assist with analysis to resolve technical incidents reported by the IT Service Centre.
• Support the IT Service Centre within an established quality standards framework to support Key Performance Indicators
• Develop relationships and communication with IT Staff, customers and key users.
• Assisting in the support of computer equipment.
• Assist with any reasonable duties deemed necessary by the IT Service.
• The post is office based however there will be some travelling between council offices and attending seminars/conferences.
• To ensure the provision of IT Services there may be a need for cover to be provided from 08:00 till 18:00, Monday to Friday, as dictated by the demands of the service.
• There may on occasion be a requirement to complete work out with normal working hours.

Essential

• Experience in contributing to team activities and tasks
• Customer focus
• Analytical skills to comprehend technical reports or system performance information
• Ability to communicate technically verbally and written to 2nd and 3rd line support
• Ability to multi task manage and prioritise work for self
• Ability to work well under pressure
• Self-motivated
• Ability to remain calm
• Strong organisation, time management, and communication skills both oral and written

Desirable

• Experience in supporting services in an IT frontline technical environment
• Experience in providing input to the development procedures
• Experience in providing first and second line resolution on Incidents.
• Ability to produce meaningful and concise written reports
• Knowledge and application of ITIL
• Knowledge and application of Project Management methodology
• Experience working on IT projects
• Experience in producing written reports of a technical nature
• IT Certificate such as ITIL v2 or v3 Foundation certificate
• Experience in using a system monitoring tool

Training

On the job training provided in addition to £500 Training Grant.

Additional Information

West Lothian Jobs Fund (WLJF)eligibility conditions apply. WLJF vacancies are open to West Lothian Residents only aged 16-24 and applicants must be unemployed or underemployed, i,e, on a 0 hour contract. Not currently in full-time education"The employer has claimed an exception under the Equality Act 2010".

Application Process - CV Submission and WLJF Application 

Close Date - 13th June 2025

If you are interested in applying then please email your CV and state job role you are applying to stepsn2work@westlothian.gov.uk and once CV received and screened  you will be issued an WLJF application form to complete and return by close date.

If you would like further information or would like help with your CV or support with alternative job searching please contact access2employment@westlothian.gov.uk or contact our A2E Freephone: 0800 032 9768.