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!