WGM Engineering Ltd, part of the RSK Group, is seeking an enthusiastic and customer‑focused IT 1st Line Service Desk Analyst to join our IT team on a permanent contract. The successful candidate will be based in our Glasgow office with hybrid working arrangements.
About The Role
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 off‑boarding 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+ certification
* 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.
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