IT Support Assistant – 2nd line - Citizens Advice Scotland

We are currently recruiting for IT Support Assistant (2^nd line) to join our IT team.      

The IT team provide support to approximately 120 Citizens Advice Scotland (CAS) employees, and 2,500 employees and volunteers within the bureaux network supporting over 160 physical locations. This comprises operational support and maintenance of the corporate network and data processing infrastructure for Citizens Advice Scotland and Bureaux, comprising hardware, software, network infrastructure and a variety of databases.

The IT Support Assistant provides 1^st and 2^nd level support and maintenance of the corporate network and data processing infrastructure delivering effective operational efficiency to the business.

The post holder will log telephone and email requests, provide initial triage and allocation to members of the IT team. You will diagnose and trouble shoot technical issues and problems as well as support and maintain corporate infrastructure in line with the IT service expectations.

You will be able to demonstrate excellent self-organisational, verbal and written communication skills as well as attention to detail. You will also be able to work towards targets within an IT service desk environment. Within your role as an IT Support Assistant you will be expected to be trained in new technologies, methods and techniques such as IT support principles, technicalities and methods.

Experience in 1st & 2nd Line telephone/support to a diverse customer base and possessing an excellent telephone manner is essential.

Working with a wide and diverse customer base across the Citizens Advice network offers an interesting and varied job opportunity within the Citizens Advice IT Team.

For more information, please refer to the Application Pack which can be downloaded using the links below.

Please note that the above role can be based either in Edinburgh or Glasgow.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions, including a total of 40 days leave (including public holidays) and a pension scheme with an 8% employer contribution. We have a flexitime scheme which enables our employees to work flexibly in line with organisational requirements, and as an inclusive employer we are happy to consider other flexible working arrangements where appropriate. For more details of some of the other benefits on offer to our employees, please see the section on Employee benefits in the Application Pack.