Service Desk Analyst (Hybrid Edinburgh) Head Resourcing is pleased to bring you an exciting Service Desk Analyst position based in Edinburgh. This role will provide IT support to the end-user community, ensuring incidents and service requests are resolved within agreed service levels. It involves working closely with internal infrastructure teams and third-party suppliers to deliver effective support across desktop, hardware, software, and mobile technologies. The position is hands-on and suited to someone with strong technical ability and a customer-focused approach.
Key Responsibilities:
Act as a single point of contact for end users for IT incidents and service requests
Record and manage all requests accurately through the IT service management system
Gather clear and detailed information to diagnose and resolve issues effectively
Escalate and liaise with team members, service owners, internal teams, and third-party suppliers where needed
Support laptops, desktops, mobile phones, and other business devices
Provide technical support for projects, office moves, and other business needs
Contribute to team meetings by sharing feedback, common issues, and solutions
Travel to other sites when required
Provide flexibility for occasional overtime and participation in the on-call rota
Experience
Knowledge and Skills:
Windows 10 and 11 support and configuration
At least 2 years’ experience in a Service Desk Analyst or 2nd line support role
Microsoft Office support, including Word and Excel
Basic laptop and desktop hardware setup and troubleshooting
Windows Server file share support
Basic on-premises Active Directory knowledge
Experience using ServiceNow or a similar ITSM/ticketing system
Personal Qualities:
Strong team player
Customer-focused and professional
Self-motivated with a positive attitude
Able to prioritise workload effectively
Strong collaboration and customer-facing skills
Committed to delivering work to a high standard
Salary:
~ Up to £32k depending on experience
Ways of working:
~2 days per week onsite in Edinburgh
~ On call rota (Paid in addition)
If this sounds like you, we would like to hear from you!