Position: IT Service Specialist (Line 1) Location: Moodiesburn, Glasgow (On-site)
Schedule: Monday to Friday
Employment Type: Full-Time, Permanent
The IT Service Desk Analyst serves as the primary point of contact for internal IT queries and technical issues. This role involves logging, diagnosing, and resolving standard technical problems or escalating more complex issues to higher-level support. This position plays a key role in delivering reliable, high-quality IT support and contributes directly to the effectiveness and success of the IT department.
Respond to IT service requests submitted via portal, email, phone, or chat.
Escalate unresolved problems to Level 2 support or appropriate teams, providing all relevant details.
Monitor outstanding tickets to ensure timely resolution in line with service expectations.
Maintain accurate records of incidents and service requests; Adhere to IT service desk policies, procedures, and best practices.
Support onboarding/offboarding, account setup, permissions management, and equipment provisioning.
Collaborate with other IT teams on administrative tasks, projects, and broader IT initiatives as required.
Work with IT business partners to improve service delivery and positively influence user satisfaction metrics such as Net Promoter Score (NPS).
Minimum 1 year of experience in a technical support role.
Basic understanding of computer hardware, software, and networking.
Microsoft 365 administration, Cisco CCNA) are advantageous.
ITIL v4 Foundation certification.
Experience in regulated sectors such as Food or Life Sciences.
Annual Leave: 36 days (including bank holidays)
Pension: Life Assurance: x5 salary