IT Desktop Support - Healthcare

IT Desktop Support
- Healthcare
- Edinburgh

This position is based full‑time at our Edinburgh office and requires onsite attendance 5 days per week. Internal job title:
Desktop Support Specialist 2.

The Desktop Support Team is composed of highly skilled specialists dedicated to ensuring technology needs are met with efficiency and expertise. Each member brings a unique set of skills and a passion for solving technical challenges. From hardware imaging and updates to troubleshooting issues and software installations, our team is here to provide prompt and reliable support. We pride ourselves on our ability to communicate effectively with users of all technical levels and our goal is to keep the Dexcom workforce running seamlessly so they can focus on their core responsibilities.

• Provide first‑line and hands‑on desktop support for colleagues across the site, resolving issues quickly, professionally, and in line with agreed service levels.
• Troubleshoot, configure, and support laptops, desktops, mobile devices, printers, meeting room technology, and standard business applications.
• Support device provisioning, imaging, deployment, hardware refresh activity, and asset lifecycle processes.
• Use Service Now to manage incidents and requests, maintaining clear updates, accurate categorisation, and strong ticket ownership.
• Partner with local and regional IT teams to support office, manufacturing, and business‑critical technology needs.
• Deliver positive customer experience by communicating clearly, setting expectations, and following through to resolution.
• Contribute to continuous improvement by identifying recurring issues, sharing knowledge, and supporting standardised support processes.

• Strong technical knowledge of Windows 11, macOS, Microsoft 365, desktop hardware, peripherals, and common enterprise applications.
• Experience troubleshooting desktops, laptops, mobile, network connectivity, printers, and meeting room technology issues.
• Working knowledge of endpoint management tools such as Microsoft Intune, SCCM, or similar platforms.
• Confidence managing incidents and service requests through an ITSM tool such as Service Now, focusing on SLA performance and accurate documentation.
• Customer‑focused mindset with excellent communication skills and ability to support users of varying technical knowledge.
• Strong organisational skills, attention to detail, and ability to prioritise effectively in a fast‑paced support environment.
• Ability to work independently while collaborating with local, regional, and global IT teams.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Microsoft 365 Certified:
  Endpoint Administrator, or equivalent practical experience.

• A front‑row seat to life‑changing CGM technology and opportunity to learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in‑house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry‑leading organisation committed to employees, customers, and the communities we serve.

• 0–5%

• Minimum of 2–4 years of related experience and a high‑school diploma/certificate or equivalent.