Service Desk Analyst

1 Neilson Square, Deans Industrial Estate, Livingston EH54 8RQ
, UK

We are seeking a proactive, customer-focused Service Desk Analyst to join our Enterprise Service Desk at schuh’s Livingston Head Office. This is an exciting opportunity to be part of a modern, fast-paced technical support team that underpins the technology used across our stores, remote teams, and head office.

About the Role

As a Service Desk Analyst, you will play a key role in delivering high-quality support to users across the organisation. You will be the first point of contact for IT incidents and service requests, working with a modern tech stack and contributing to the continuous improvement of our IT services.

Key Responsibilities:

Enterprise Service Desk Operations

• Provide 1st/2nd line support via our Service Desk platform, ensuring timely logging, triage, troubleshooting, and resolution of incidents and requests.
• Deliver both deskside and remote support to users, devices, and services at Head Office and remote locations.
• Own issues through to resolution, collaborating with specialist teams where necessary.

Hardware Support

• Troubleshoot, maintain, deploy, and upgrade IT hardware including laptops, desktops, mobile devices, peripherals, and meeting-room equipment.
• Manage hardware lifecycle tasks: asset tagging, tracking, and inventory maintenance.

Software & Applications

• Install, configure, and support a range of software across Windows, macOS, and mobile platforms.
• Support cloud and SaaS applications including Microsoft 365, Teams, SharePoint, One Drive, and business-specific tools.

Networking & Connectivity

• Assist with network troubleshooting, Wi-Fi connectivity, patch-panel work, and device onboarding.
• Support VPN, Zero Trust, and remote access technologies.

User & System Administration

• Create and manage accounts, permissions, and security groups in Azure AD / Entra .
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and Intune-managed devices.
• Assist with VoIP and unified communications platforms such as Cisco Webex or Teams Phone.
• Create and update documentation, knowledge base articles, and support procedures.
• Participate in evaluating new hardware, software, and technologies that benefit the business.

Out-of-Hours & On-Call Participation

As part of the role, you will participate in an out-of-hours on-call rota to ensure critical services and systems remain supported outside standard business hours. This includes:

• Providing remote support for high-priority incidents that require immediate attention.
• Escalating issues to specialist teams where appropriate.
• Monitoring key systems and responding to alerts raised by automated tooling or Service Desk systems.
• Ensuring clear communication and accurate incident logging for any out-of-hours activity.
• Working within agreed SLAs to maintain service availability and minimise disruption to the business.

Participation in the on-call rota is shared fairly across the team as part of the role’s operational responsibilities.

• VMware vSphere / Hyper-V
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
• Cloud services & identity management
• Enterprise ITSM tools (Service Now, Jira Service Management, or similar)

About You

• Has previous IT support or service desk experience within a networked or enterprise environment.
• Understands Windows OS, Microsoft 365, and networking basics.
• Is organised, reliable, and able to work under pressure with excellent attention to detail.
• Communicates clearly and provides outstanding customer service.
• Learns quickly and is confident tackling new or unfamiliar technical challenges.
• Operates with integrity, professionalism, and a positive attitude.
• Holds a full UK driving licence and can travel to Livingston daily.

About the perks/benefits

• Up to 40% product discount for you and your loved ones
• Up to 28 days holiday (including bank holidays)
• PLUS your birthday off to celebrate you
• Flexible working hours and hybrid working options
• Perk platform for hundreds of discounts
• Manage, save and access your wages as you earn them to get paid your way
• Employee assistance programme to support your wellbeing through resources, helplines and Virtual GP services
• A pension…