IT Service Desk Analyst required by our market leading, award winning, professional services client based in Edinburgh. This is a 5 day a week, onsite role. We are looking for someone who is passionate about providing exceptional IT support and problem-solving to join our clients dynamic Operations/IT Service Desk team. About the Role This is a hands-on role providing first and second-line IT support to users across the organisation. Working to a flexible shift pattern, you’ll be the first point of contact for IT queries, offering advice, troubleshooting and ensuring an outstanding user experience. Key Responsibilities * Provide technical support for IT applications and hardware. * Diagnose, analyse and resolve incidents or escalate where necessary. * Install, configure and maintain software, hardware, and user accounts. * Administer iPhones on Intune and manage SCCM tasks. * Support desk setups for new starters, moves and organisational changes. * Communicate effectively with users via phone, email, and face-to-face. * Contribute to identifying recurring issues and developing solutions. * Keep users updated on the progress of their calls and escalate if needed. Skills & Experience Required * Broad IT skills, including end-user support of Windows Server/Desktop, Microsoft 365 (Exchange, Teams), Active Directory, Group Policy, SCCM, Intune. * Experience with (or willingness to learn) legal or specialist applications such as iManage, BigHand, Aderant. * Strong diagnostic, problem management, and root cause analysis skills. * Organised, professional and results-driven with excellent attention to detail. * Team-focused, self-motivated, and enthusiastic with a desire to learn. * Customer-focused with strong communication skills at all levels. Desirable Qualifications/Training: * SCCM training * ITIL Foundation * Azure Fundamentals * Windows Server * Intune Endpoint Administration Working Arrangements & Conditions * Flexible shift patterns between 8:00am – 7:00pm (pre-planned rota). * Liaise with users at all levels in person, on the phone and via email. * Travel between office locations may be required. * Training and development opportunities to enhance technical knowledge. This great role comes with a competitive basic salary and is accompanied with an annual bonus, annual salary review, a contributory pension, life assurance, maternity/paternity leave, BUPA, an initial 25 days holiday plus your Bank Holidays, flexible working and a wealth of other health focused benefits to name but a few