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Job Description – Modern Apprentice IT Support Analyst


Corporate Services 

Reports to:

Senior Support Analyst


Internal: All staff

External: 3rd Party IT Support and Communication Companies,  

Based at:

Head Office

Job Purpose – overview

Xcite West Lothian Leisure (Xcite) is a Community Benefit Organisation, a registered Scottish charity.  It is at the heart of the West Lothian community, helping people to improve their wellbeing and make healthy lifestyle choices.  We care passionately about the service we provide to the people who live, work and visit West Lothian. As a valued organisation that understands, cares about and engages with its community, we are the delivery partner of choice for West Lothian organisations responsible for improving people’s lives through sport, health, and physical activity.

Your role is to provide operational and technical support for assigned information and communication technology systems.  

Core Accountabilities & Responsibilities

  •  Help maintain the full range of Information and Communication Technology (ICT) systems.
  •  Liaise with the ICT support services ensuring the systems are running at optimum performance with       minimum ICT down time.
  •  Respond, investigate, and resolve Customer Support Requests, logged by users.  
  •  Site visits to investigate, coordinate and resolve open support requests and provide proactive maintenance.
  •  Assist with software upgrades, patching and installations.
  •  Administer user accounts within the Active Directory environment (local and remote) to provide secure and   efficient access to email, standard and non-standard software and systems.
  •  Provide reports and analysis with regards to the ICT systems and user support statistics and other data,   recommending appropriate measures. 
  •  Monitor and maintain full range of ICT systems including operating systems, security systems, telephone   system, data network and back- up.
  •  Contribute to ICT projects and work to timescales and within costs.
  •  Provide an [additional] out of hours ICT support service

The above list is illustrative, not exhaustive. Accordingly, there may be a requirement to undertake additional duties, consistent with the level of the post, as directed by management. 

Essential Qualifications, Experience and Skills

  • Ability to demonstrate the core competencies.
  • Good general education including e.g. ICT or Computing Studies.
  • Skills with regards to maintaining computing hardware to ensure optimum operation.
  • Microsoft Windows knowledge
  • Strong Microsoft 365 knowledge
  • Willingness to continuously develop and attend training and development sessions in line with your personal training plan, on occasion out-with your normal hours of work, to ensure the required level of competence.  

Desirable Qualifications, Experience and Skills

  • Active interest in IT systems.
  • Current valid driving license [and use of a vehicle].

Job Dimensions 

  • Part of the job requires providing support on site at different locations.

Core organisational competencies.

Service delivery

Champions the service, focusing on individual customer’s needs and responding with service that surpasses their expectations.

Honesty and integrity 

Being truthful, keeping promises and commitments and making ethical decisions.

Respect for equality and diversity

Understanding others’ behaviours and culture and treating everyone fairly.

Personal effectiveness

Personal responsibility for making things happen – being accountable for your own actions.

 Additional information

  • This post is subject to a basic check from Disclosure Scotland.
  • Required to work flexibly with some evening and weekend working.
  • You will be required to be aware of current Health and Safety Policy and to take responsibility for your own safety and the safety of others who may be affected by your acts or omissions at work.