It Service Desk Analyst

Description:

IT Service Desk Analyst to join our Digital Services team in Edinburgh. If you enjoy helping people, solving problems and learning new technologies, this role will give you hands‑on experience across a wide range of systems while building a strong foundation for your future in IT.

As part of our Service Desk, you’ll be the first point of contact for IT requests and incidents - supporting laptops, mobile devices, software applications and core business systems. You’ll learn how to troubleshoot issues, manage tickets, communicate clearly with users, and work across both 1st and 2nd line support.

You’ll also gain exposure to account management, remote working tools, documentation, and modern workplace technologies. This role is based in our Edinburgh office, 5 days a week, with occasional travel to other offices when required; ideally suited to someone who is early career with 1-2 years experience.

What you’ll be doing

• Handling IT support requests as the first point of contact
• Managing and prioritising Service Desk tickets through to resolution
• Troubleshooting technical issues and escalating when needed
• Communicating clearly with users in a friendly, non‑technical way
• Creating and managing user accounts across multiple systems
• Monitoring and releasing quarantined emails
• Supporting remote working setups
• Keeping Service Desk documentation clear and up to date

Tech you’ll work with

• Dell laptops
• Windows 11
• Microsoft 365
• Multi‑Factor Authentication tools
• BigHand digital dictation
• iManage Work10 (DMS)
• iOS mobile devices