We are seeking an experienced IT Support Analyst to join our client's technology team, based in Edinburgh. This role is a key point of contact for technical incidents and service requests, providing high-quality 2nd and 3rd line support while ensuring excellent customer service and timely issue resolution across the organisation. Key Responsibilities: Act as the primary point of contact for technology incidents and service requests Handle primarily 2nd and 3rd line support issues, assisting with 1st line support when required Provide guidance and mentorship to junior team members Visit remote sites when necessary to assist with resolving network, hardware, and software issues Track incident progress and keep users informed until full resolution Ensure full compliance with technology asset management policies Carry out customer satisfaction checks to confirm issues have been resolved satisfactorily Required Skills: Strong problem-solving skills Understanding of General Data Protection Regulation (GDPR) 2018 and related legislative requirements Knowledge of ICT security principles and best practices Up-to-date technical expertise in infrastructure technologies, including Microsoft Office 365, Intune, and Azure Knowledge of ITIL principles, processes, and frameworks Current working knowledge of relevant professional practices and legislation Other Requirements: Degree-level qualification in a relevant subject area Full, valid UK driving licence