Rian Taylor

Experienced ITIL service practitioner with over 10 years' experience within IT Operations across large public sector organisations. I specialise in stakeholder engagement and cross-functional collaboration to deliver sustainable, user-centred digital services. MA (Hons) qualified in Information Technology Business Management; I am proficient in IT Asset Management (ITAM) and asset lifecycle management.

Experienced in analysing service data and performance metrics, including SLAs and KPIs, to plan, test, check and improve access to digital services, operational performance, strengthen governance and support digital transformation initiatives for end users. Passionate about delivering accessible, user-centred services, with a strong emphasis on operational excellence and continuous improvement to ensure a positive outcome for end-users, whilst focused on my commitment to mitigating risk and legal compliance.

IT Support Analyst at Scottish Government (2018-12 – Present)

Responsible for the delivery of desktop software for 24,000+ users based across the Scottish Government and 50+ shared service customers. Managing the end-to-end software lifecycle processes, reducing delays, improving reliability and compatibility.

• Took ownership of Assisted Technology (AT) software asset portfolio (inc. budget, vendor management, renewals, upgrades), to ensure users have access to assistive tools to enable business operations, maintain digital inclusion and comply with the Equality Act (2010). One of my proudest achievements was working collaboratively with HR teams and business units to improve the onboarding and access SLAs by 40%.
• Endorsed and supported the move towards evergreen desktop software, managing software upgrade projects which reduced IT fault calls by 20%, and migrated software deployment from SCCM to Intune, enabling user self‑service and decreasing software requests logged.
• Delivered tangible financial value to the organisation by implementing regular audits of desktop software usage and installation, reallocating unused licenses and improving asset utilisation. Collecting this data and presenting the analysis to senior leaders facilitated the ability to forecast business requirements and support ongoing organisational strategy, aligning with cloud product adoption.

IT Helpdesk Assistant / CRM Apprentice at Scottish Borders Housing Association (2016-05 – 2018-12)

Delivered 1st and 2nd line support to users, ensuring a timely solution to issues logged. Played a pivotal role in leading the ITIL helpdesk upgrade, enhancing self-service features, transparency of incidents and requests and reducing incident logging time by 45%.

• Led UAT phases for new CRM system implementation, logged bugs, and confirmed supplier resolutions were applied within agreed timescales.
• Developed training materials and supported super user groups, facilitating successful adoption and operational integration.

MA (Hons) in Information Technology: Management for Business – Heriot-Watt University (2021 – 2025)

Diploma in Information Technology and Telecommunications Professionals (SCQF Level 6 & 8) – QA Apprenticeships (2016 – 2018)