Prestigious Educational Organisation | 1st & 2nd Line Support | macOS, Windows, iPadOS
www.thetechrecruiter.ai are supporting a well‑established educational institution in Central Edinburgh as they look to hire an IT Helpdesk Analyst to join their growing IT Support team.
This is an onsite role, providing hands‑on technical support across a diverse user community. You'll handle 1st and 2nd line issues, own tickets through to resolution, and play an active role in a range of IT projects involving hardware, software, networking, and AV technologies.
What You’ll Be Doing
* Delivering responsive IT support via phone, email, tickets and face‑to‑face
* Providing high‑quality 1st & 2nd line support with a strong customer‑service focus
* Supporting multiple OS environments: macOS, Windows 11, iPadOS
* Working with key platforms including:
* Using deployment and device‑management tools (JAMF, Intune)
* Handling Service Desk tasks including onboarding and service requests
* Updating internal knowledge base documentation (FAQs, guides, common issues)
* Planning and performing maintenance across hardware, software, and services
* Liaising with stakeholders and conducting out‑of‑hours work when needed
* Escalating issues appropriately to protect service quality and minimise downtime
* Experience in a busy, customer‑focused IT support environment
* Background supporting Windows, macOS and ChromeOS/Linux devices
* Knowledge of JAMF, Intune, Autopilot or similar deployment tools
* Experience administering Active Directory
* Strong communication skills across all channels
* Solid troubleshooting and problem‑solving ability
* Highly organised and calm under pressure
* Flexibility to support changing priorities and occasional overtime
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