Job Description
Senior Technology Support Analyst
Location: Edinburgh (Office-based with hybrid working)
Salary: £35,000 - £38,000 (dependent on experience)
Contract: Full-time, Permanent
We are seeking an experienced Senior Technology Support Analyst to join a busy and collaborative IT function within a well-established organisation. This role is key to delivering high-quality 1st and 2nd line support, ensuring users receive a responsive, efficient, and professional service.
Working as part of an internal Service Desk team, you will provide hands-on support across a Microsoft-focused environment while also offering guidance and mentoring to junior team members. You will play an important role in maintaining day-to-day IT operations and contributing to ongoing service improvements.
Key responsibilities
* Provide 1st and 2nd line technical support via phone, email, collaboration tools, and face-to-face.
* Support and mentor Junior Analysts, promoting best practice and effective ways of working.
* Manage and prioritise ticket queues to ensure SLAs are met.
* Escalate issues to internal teams or third-party suppliers where appropriate.
* Carry out routine system checks and maintenance activities.
* Support end-user technology, including setup and deployment of laptops, desktops, and mobile devices.
* Maintain accurate asset records in line with internal processes.
* Ensure compliance with IT policies, security standards, and service management processes.
* Keep clear and accurate records within the service desk system.
* Assist with technology rollouts, upgrades, and occasional site visits.
* Create and maintain user guides, knowledge base content, and technical documentation.
* Collaborate with colleagues across the business to improve IT service delivery.
Required experience
* Previous experience in an IT Support or Service Desk role (minimum 2 years)
* Strong knowledge of Microsoft Windows environments.
* Experience supporting Microsoft 365 applications and services.
* Exposure to cloud platforms such as Microsoft Azure.
* Experience working with end-user hardware and device support.
* Strong troubleshooting and problem-solving skills.
* Familiarity with structured IT service processes (eg ITIL).
Skills & attributes
* Strong customer service focus with a proactive approach
* Clear and effective communication skills
* Ability to manage and prioritise a varied workload
* Comfortable working both independently and within a team
* Strong interpersonal skills with the ability to engage a range of stakeholders
* Positive attitude and willingness to learn
* Well organised with good attention to detail
Additional information
This role is based in Edinburgh, with an expectation to work primarily from the office (typically 4 days per week) and flexibility to work remotely 1 day per week.
Standard working hours are Monday to Friday, with some flexibility available.
Occasional travel to other sites may be required.
A valid UK driving licence and access to a vehicle is required.
This is a great opportunity for a Senior Technology Support Analyst looking to take on a varied role that combines hands-on support with team collaboration and continuous improvement in a dynamic IT environment.