Role Purpose

The Digital Support Officer is responsible for providing technical support for the organisation’s digital products and IT services. With a strong focus on quality assurance, issue management and problem-solving, they help to ensure that the organisation has reliable and efficient digital products, IT infrastructure and business applications. They play a key role in creating automated workflows that align with business needs; provide functional testing for product developments and IT updates; and support digital skills learning and development across the organisation.

Role Specific Responsibilities

• Operate the Digital Support Helpdesk, including issue management, problem management, business application management, and IT hardware/software asset management. 

• Support the delivery of digital products and IT services to agreed, stable and reliable levels - regularly monitoring and reviewing services and producing appropriate reports. 

• Work closely with third-party suppliers to manage bugs/issues/problems in a timely and effective manner.  

• Design, build, and maintain automation workflows to business requirements across GTC Scotland’s digital platforms to streamline processes, reduce manual tasks, and increase operational efficiency. 

• Support the use and ongoing monitoring of AI technologies across the organisation.

• Contribute to the maintenance of a Knowledge Base which contains accurate information about digital products and IT service processes and procedures and outlines appropriate details, dependencies, and interfaces. 

• Support the digital skills development of GTC Scotland employees.

• Support the effective and efficient operation of GTC Scotland’s digital processes, systems and applications and provide technical support to internal users. 

• Support the effective manual functional testing of digital product developments, using relevant International Software Testing Qualification Board (ISTQB) test techniques. 

• Follow the ITIL Process Framework for the effective operation of IT services.    

• Be familiar with the organisation’s suite of digital policies and promote adherence to policy, procedures, and good information security practice.  

• Support the maintenance of Cyber Essentials certification and ensure that any security and service risks identified are reported through the appropriate channels. 

• Support day-to-day activities and project work for digital products and IT services, including the administration of digital expenditure as required. 

• There is a requirement for some travel to the office in Edinburgh to provide technical support and provisioning hardware. 

• Perform other duties that may be reasonably required within the scope of your role as assigned to you.  

Responsibilities of All GTC Scotland Employees

• Commit to GTC Scotland’s values and principles

• Understand that our communities improve through the provision of strong and effective education, and you have a role in helping that happen

• Take ownership and responsibility through your work

• Be self-aware, understanding your own strengths and areas for development

• Be a restless learner, seeking opportunities for your own growth

• Deliver work effectively to ensure impact

• Work collaboratively to share and develop expertise

• Ask for help when you need it

• Be flexible and adaptive to meet our needs and those of our registrants

• Actively find and develop solutions to issues

Person Specification

Qualifications and Training

Essential

• Higher National Diploma (SCQF level 7) or professional accredited course in Computing or IT, or equivalent attested vocational or work-based training

• ITIL (IT Infrastructure Library) training and certification

• ISTQB (International Software Testing Qualification Board) Foundation Level training and certification

• Knowledge of AI technologies and good awareness of responsible use

• Knowledge of workflow automation tools

• Evidence of ongoing professional learning 

Desirable

• Bachelors Degree in Computing Science or related discipline (SCQF level 9)

Knowledge, Skills and Experience

Essential

• Experience in a digital and/or IT support role, including the use of helpdesk and issue management software

• Experience of testing digital products and/or IT services

• Experience of ITIL process governance and methodology

• Knowledge of information security compliance and best practice 

• Experience in building and maintaining effective working partnerships with internal and external users/partners/suppliers 

• Excellent digital literacy including competency with Microsoft 365 applications (including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, Dynamics) 

Desirable

• Understanding of industry terminology, concepts, and test techniques for use in the digital product testing process.

• Understanding of agile methodology

Personal Qualities

Essential

• Good communication  

• Solution-focused with excellent problem-solving skills 

• Confident and skilled in training and supporting others in the use of digital products and platforms

• Self-directed, good organiser and planner

• Ability to maintain absolute confidentiality and discretion 

Additional Information

Who we are:

We are the General Teaching Council for Scotland. We register and regulate the teaching profession as a safeguard for the quality of education in Scotland. We work to maintain and enhance trust in teaching.  We are a statutory body meaning our role is set out in law - we are independent of government.

Why work for us?

• Make a difference to the quality of learning and teaching for children , young people and adult learners in Scotland. 

• Flexible working is our default and is open to all. You will have flexibility over when and where you work, depending on the requirements of the role. Most of our people choose to primarily work from home but office space is available if preferred. You will be expected to travel to our office in Edinburgh to attend collaborative events and as the role requires. Please talk to us about your individual flexibility preferences.

•  Learning is one of our core principles. We will support your learning and development to help you perform at your best in your role and to develop your future career.

• Annual leave entitlement is a generous 42 days (294 hours).

•  Local Government Pension Scheme is open to all employees.

 Our Values

• Trust and Respect - All of us are equally important. We seek out and listen to others’ views. We support each other and build positive working relationships.

•  Integrity – We do what we say we will. We deliver on our plans and effectively communicate with others. We are committed to continually learning and improving.

•  Social Justice – We embrace diversity. We understand the importance of positive wellbeing and seek to support each other and our registrants. We want you to feel like you belong.