ICT Support Specialist

Scottish Canals are the custodians of the nation’s canals and surrounding estates. Our vision is to invest in the canal network to generate lasting benefit for people and communities; celebrating their industrial heritage, ensuring they offer quality green and blue spaces, and contributing to Scotland’s resilience in tackling climate change.

Our success is rooted in valuing the contributions of our entire team - we care, we create, and we collaborate to deliver a whole range of activities from boating, paddling, walking and wheeling, to living and playing and improving what the canals have to offer visitors and communities. We also work collaboratively with our partners and stakeholders to contribute to a wealthier, fairer, greener and more resilient Scotland.

As an employer we offer a truly unique opportunity to be help us realise our vision by ensuring Scotland’s canals flourish now and in the future.

We currently have an exciting opportunity for an ICT Support Specialist to join the Digital Services (ICT) team. The successful candidate will provide 1st line technical support and ICT project delivery whilst maintaining a professional, efficient, and effective service throughout. Support will require face to face engagement, remote communication, and a high-level of customer service at all times.

The role is offered on a full-time permanent basis and attracts a starting salary of £30,069.

Scottish Canals operates a hybrid working model, with the role based at our Glasgow HQ for a minimum two days a week and working from home three days a week. Hours of work are 37 hours per week, typically 8.30 am to 5 pm Monday to Friday.

Scottish Canals offer a generous annual leave entitlement of 28 days, plus 10 public holidays, along with enhanced sick pay, discounted shopping vouchers, health cash plan and a contributory pension scheme with up to 10% employer contribution.

Primary responsibilities of the role:

• Provide application and hardware support to Scottish Canal’s users.
• Ensure incidents and requests are logged appropriately in the Service Management tool and that the quality of information entered is of a high standard.
• Create and update appropriate documentation and configuration management records.
• Work with the wider ICT team to maintain and improve the cyber resilience of Scottish Canals.
• Ensure the confidentiality, integrity and availability of ICT business information.
• Assume active and ongoing involvement in personal and technical development.
• Resolve incidents and requests within the Service Desk SLA’s.

Qualifications and knowledge required:

• Previous experience in a similar 1st line / customer-facing role would be preferred.
• An understanding of support processes and the use of incident management tools.
• Occasional travel to sites across Scotland
• A good understanding of what baseline information security looks like, particularly within a corporate environment.

Skills and experience required:

• Windows operating systems.
• Microsoft 365 & Microsoft Office applications.
• Laptop, desktop and mobile troubleshooting
• Networking and troubleshooting techniques
• Traditional and VOIP telephony systems.
• Mobile device management solutions.
• Writing process documents and user training guides.

Qualities & abilities required:

• Organised and with great attention to detail - takes pride in the quality of their work.
• Must be able to work in a highly pressurised environment and have multi-tasking capabilities.
• A clear and effective communicator.
• Readily takes ownership and accountability for issues.
• Self-motivating and able to work under own initiative.
• A willingness to go the extra mile to achieve a complete solution.
• Good listener with the ability to apply the knowledge gained effectively.
• Good overall grounding in ICT with interest in keeping up to date with new technologies and products

Scottish Canals reserve the right to close this vacancy before the closing date if a sufficient number of applications are received.