WGM Engineering Ltd, part of RSK Group has an exciting vacancy for an IT Service desk Analyst – 1st Line to join our IT team on a permanent contract based in our Glasgow office with Hybrid working arrangements.
About WGM Engineering
WGM Engineering delivers integrated Mechanical, Electrical and Civil Engineering services under one roof, providing clients with a complete turnkey offering. Since 1986, the company has helped shape major infrastructure projects across the UK while maintaining a strong focus on sustainability and responsible performance. With strategically located service centres and a market‑leading reputation for excellence, WGM continues to be a trusted engineering partner across multiple sectors.
About the Role
We are looking for an enthusiastic and customer-focused IT 1st Line Service Desk Analyst to join our IT team. Acting as the first point of contact for all IT-related queries, you will play a vital role in ensuring our colleagues receive timely, effective, and professional IT support. This is an excellent opportunity for someone with a passion for technology and customer service who enjoys working in a fast-paced environment and wants to develop their IT career.
Key Responsibilities
* Act as the first point of contact for IT incidents and service requests
* Log, triage, and prioritise tickets using the service desk system
* Resolve issues at first contact where possible, achieving strong first-time-fix outcomes
* Escalate complex or unresolved issues to the appropriate support teams
* Support staff onboarding and offboarding processes
* Install, configure, and support software applications
* Maintain and support end-user devices and peripherals
* Manage software licences and IT asset records
* Monitor and maintain IT peripheral stock levels
* Carry out routine IT administrative tasks
Person Specification
* Previous experience in a customer-facing IT support, helpdesk, or service desk role
* Experience logging and triaging incidents using an IT ticketing system
* Hands-on experience supporting Microsoft 365 applications and users
* Excellent verbal and written communication skills
* Ability to explain technical issues in clear, non-technical language
* CompTIA A+, Network+, or Security+
* ITIL certification
* Microsoft Certified Professional (MCP) or equivalent
Salary and Benefits
* Up to £30,000 per annum/Full Time Equivalent.
* 32 days holiday (rising to 36 with service).
* Enhanced pension scheme.
* Life assurance scheme.
* Salary sacrifice options (EV scheme, annual leave purchase, cycle to work).
* Remote & hybrid working options (role dependent).
* Enhanced maternity & paternity leave.
* Company sick pay (after qualifying period).
* Employee discount programme.
WGM is an Equal Opportunities Employer and a proud member of “Living Wage Scotland”, recognising the importance of fair pay.
WGM will not accept unsolicited CVs from agencies outside of our approved PSL.