Service Desk Analyst

Job Title:
Service Desk Analyst

Job Description

An exciting opportunity for a Service Desk Analyst to join a Technology team on a contract basis, initially until December 2026, with the potential for extension. This role is ideal for junior IT professionals or early-career Service Desk Analysts looking to gain experience within a large enterprise environment. The position involves providing first-line IT support to colleagues across the business, resolving technical issues and service requests, and delivering high levels of customer service.

Attendance in the Edinburgh office is required approximately 50% of the time.

Responsibilities

• Act as the first point of contact for IT support queries via phone, email, chat, and walk-up support.
• Log, manage, and progress incidents and service requests through to resolution.
• Troubleshoot and resolve first-line technical issues wherever possible.
• Escalate more complex issues to appropriate resolver groups.
• Keep users informed of progress and expected resolution times.
• Ensure tickets are managed in line with agreed service levels.
• Perform user onboarding and offboarding activities.
• Assist with hardware deployment, desktop support, and software installations.
• Contribute to knowledge articles and support documentation.
• Collaborate with colleagues across the wider Technol...