IT Officer - Service Desk Analyst (Desktop Support)

You’ll provide high-quality 1st and 2nd line IT support to colleagues across the Commission, working from our Edinburgh office.

While you’ll support users nationwide through our Service Desk, you’ll also be the sole, dedicated on-site IT contact in the Edinburgh office. This means you’ll play a particularly important role locally, providing hands-on deskside support, supporting office-based technology, and acting as a trusted point of contact for colleagues in the building.

You’ll be the first-person colleagues turn to when they need help, resolving issues quickly and clearly and helping them get the most out of their technology. The role combines remote support with in-person problem solving and is central to keeping IT services running smoothly for around 300 staff across multiple locations and hybrid working arrangements.

Day to day you will:

• Provide telephone, remote and desk-side IT support via a busy Service Desk
• Log, prioritise and resolve incidents and requests within agreed SLAs
• Support Microsoft 365, Windows 10/11, Azure Virtual Desktop and mobile devices
• Set up new user accounts and managing access for joiners, movers and leavers
• Support video conferencing, telephony and collaboration tools (MS Teams/Webex)
• Assist with hardware configuration, deployment and replacement programmes
• Create and maintain IT documentation and user guides
• Support IT security processes, including access control and password management
• Carry out IT asset management and basic auditing activities
• Occasional travel to other UK offices when required

About the team

You’ll be part of the IT Service Desk team within the Digital Information, Technology and Facilities directorate. The team delivers frontline IT support across the organisation and works closely with infrastructure, facilities colleagues and external suppliers.

Although you’ll work closely with Service Desk colleagues, you’ll also have a high level of autonomy in the Edinburgh office, acting as the local IT face of the organisation. You’ll be supported by a collaborative, knowledgeable team that values customer service, practical problem solving and knowledge sharing., We are committed to fair and inclusive recruitment. To help reduce unconscious bias and ensure all applicants are assessed solely on their skills, knowledge and experience, we use an anonymous recruitment process., * Gender, ethnicity, nationality or other personal identifiers

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• Remove educational dates as these are a clear indication of your age
• There is no requirement to include your primary education details.

Do include:

• Your employment history including employers and dates of employment
• Explanation for gaps in your history
• Your duties, responsibilities and achievements

If your CV contains personal details (such as your name or contact information), we will be unable to consider your application. Please double-check your documents before submitting, including the file name you use to save and upload your CV.

Supporting disabled applicants

The Electoral Commission is proud to be a Level 2 Disability Confident Employer. As part of this commitment, we aim to prioritise interviews for disabled applicants who meet the essential criteria listed in the job description.

There may, however, be occasions where it is not practicable or appropriate to interview all disabled applicants who meet the essential criteria. For example, during periods of exceptionally high application volumes or seasonal recruitment activity, the Commission may need to limit the overall number of interviews offered to both disabled and non-disabled applicants.

If you have a disability and would like to be considered under this commitment, please indicate this when you apply. We also welcome requests for reasonable adjustments at any stage of the recruitment process or within the workplace., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service, We aim to respond to all complaints within two working days.

Our Commitment

All complaints are treated seriously and in confidence. They are handled in line with our Recruitment Policy and the relevant provisions of the Equality Act 2010, Employment Rights Act 1996, and the Data Protection Act 2018.

Do you have experience in Windows?, This role is ideal if you enjoy being hands-on, taking ownership of issues and building positive working relationships. You’ll be confident supporting users independently on site, while also contributing effectively to a wider Service Desk operation.

We’re particularly interested in candidates who bring:

• Experience working in an IT support or Service Desk role, including desk-side support
• Strong customer service skills and a calm, methodical approach to troubleshooting
• Good working knowledge of:

• Microsoft 365 and Windows 10/11
• IT Service Desk tools
• Laptop, peripheral and printer support
• Mobile devices (iPhone/iPad) and device management

• Ability to explain technical solutions in clear, non-technical language
• Strong organisational skills and the ability to prioritise effectively
• A collaborative approach, with the ability to work independently

Relevant professional certification (e.g. Microsoft, ITIL, Service Desk Institute) or equivalent experience is desirable but not essential., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Alongside your salary of £31,549, The Electoral Commission contributes £9,139 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Why work for us? You’ll be joining an organisation with a clear public purpose, where your work directly supports democracy in the UK. We are committed to developing our people and offer a supportive environment with opportunities to grow your technical skills and experience. We offer a strong total reward package, including:

• Flexible working and hybrid model (40% office minimum)
• 28 rising to 30 days annual leave + bank holidays
• Civil Service pension scheme (28.97% employer contribution)
• Benenden Health
• Study support for professional qualifications
• Ongoing learning and development opportunities
• Ride2Work, eye care vouchers and more

The Electoral Commission is the UK’s independent body overseeing elections and regulating political finance. Everything we do is about ensuring trust, participation, and integrity in the democratic process.