Senior Technology Support Analyst
Location: Edinburgh (Office-based with hybrid working)
Salary: 34,000 - 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 (e.g. 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.
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