Service Desk Analyst
My client is looking to hire a Service Desk Analyst based in Edinburgh. This is a key role supporting colleagues and clients by providing a reliable first point of contact for IT requests and user access. You'll help bring application user maintenance into the Technology function and play an important part in improving how support is delivered, as the team implements a new ITSM service desk tool to introduce clearer workflows, queue management, and a single source of truth for requests. Reporting into the Technology team, you'll triage and resolve day-to-day issues, coordinate with wider support teams when escalation is needed, and contribute to incident management communications when required. This is a great opportunity for an experienced, confident support professional who enjoys speaking with people, staying calm under pressure, and helping shape a growing service desk function with scope to broaden into wider IT/desktop support over time. The role is based in Edinburgh, with an onsite presence expected (2-3 days a week)
What you'll be doing
Monitor the ITSM service desk queues and workflows, triaging and progressing requests that fall outside automated routing.
Provide first-line support to internal users and occasional external clients via phone, email, and ticketing channels, keeping communication calm and professional under pressure.
Deliver user access setup and ongoing maintenance across business applications, including joiners/movers/leavers activities, permissions changes, and account/access requests in line with documented controls.
Produce and distribute access and audit reporting, coordinating periodic access attestations and following up with managers to confirm appropriate permissions.
Work with IT Support and other technical teams to escalate, track, and help resolve incidents and recurring issues - contributing to the development of a more robust incident management process.
Maintain and improve service desk documentation, controls, and standard operating procedures to support consistent, high-quality support as the function evolves.
What we're looking for
Proven experience in a Service Desk, IT support, or user administration role, with hands-on responsibility for user access requests and account maintenance.
Working knowledge of Microsoft 365 and Active Directory, with the confidence to manage permissions and troubleshoot common access issues.
Experience using an ITSM/ticketing tool to log, track, and triage requests and incidents (e.g., Jira or similar), with a process-driven approach to queue management.
Strong attention to detail when setting up and reviewing access, with an understanding of why access control and governance matter in regulated environments.
Ability to produce and maintain documentation, controls, and audit-ready reporting (e.g., access reports and periodic attestations), and to chase timely approvals from managers.
Confident, calm communicator who can handle time-sensitive requests from internal stakeholders and external clients, including when under pressure.
Proactive mindset—comfortable challenging the status quo, suggesting improvements, and helping shape how a service desk function and workflows develop.
Flexibility to learn new tools and ways of working as the ITSM implementation lands and the support model evolves, with an interest in expanding into broader desktop support over time.
Candidates must live in Scotland due to regular time needed in the office.