IT Service Desk and Incident Analyst

IT Service Desk and Incident Analyst - REC

Location: Based from our beautiful Gourock head office 5 days per week.

Contract: Permanent, full time 37.5 hours per week, Monday – Friday 8:30-17:00

Salary: £35,667 plus benefits

Keep Our Business Connected. Solve Problems. Make an Impact.

Are you passionate about technology and thrive on solving problems? Do you enjoy delivering outstanding customer service while working in a fast-paced IT environment?

We're looking for an IT Service Desk & Incident Analyst to join our team and play a vital role in maintaining the high standards of IT support our colleagues rely on every day. Working within a predominantly Microsoft environment and utilising Fresh service as our IT Service Management platform, you'll be at the heart of resolving technical issues, managing incidents, and ensuring business-critical services remain available and performing at their best.

This is an exciting opportunity for a proactive and customer-focused IT professional who enjoys troubleshooting, collaborating with stakeholders, and driving service excellence.

What You'll Be Doing

As our IT Service Desk & Incident Analyst, you'll:

• Act as the first point of contact for IT incidents, service requests and technical support queries.
• Log, prioritise, investigate and resolve issues within agreed service levels.
• Diagnose and troubleshoot problems, escalating where required.
• Monitor incidents through to resolution, keeping users informed throughout.
• Identify recurring issues and support root cause analysis to drive long-term improvements.
• Manage service request queues and deliver excellent customer service.
• Participate in out-of-hours support when required.

What We're Looking For

You'll bring a combination of technical expertise, problem-solving ability and excellent customer service skills, including:

Essential Experience & Knowledge

• Previous experience in a Service Desk, Incident Management or similar IT support role.
• Experience working within Microsoft environments.
• Strong Microsoft user administration experience, including:
• Active Directory
• Microsoft 365 / Office 365
• Understanding of:
• Event monitoring and management technologies
• Virtual and physical server environments
• Replication technologies
• Network, server, database and application resilience concepts
• Experience engaging with a variety of stakeholders and customers.

Personal Attributes

• A collaborative team player with a positive, proactive approach.
• Highly organised with excellent planning skills.
• Calm under pressure with the ability to think logically and troubleshoot effectively.
• Strong verbal and written communication skills.
• Excellent relationship-building, networking and influencing abilities.
• Able to prioritise workloads and deliver against competing deadlines.
• Analytical, objective and committed to delivering exceptional customer service.

Why join Cal Mac?

This is an exciting time of positive change for Cal Mac! As one of Scotland’s biggest employers and being awarded a 10‑year CHFS3 contract, we have long‑term stability and investment to continue to deliver essential services to Scotland’s communities.

And this is more than just a Service Desk role. You'll be joining a team that plays a critical role in keeping the organisation running smoothly while contributing to service improvement and operational excellence. You'll have the opportunity to work with modern Microsoft technologies, collaborate with experienced IT professionals, and make a genuine impact every day.

If you're an enthusiastic IT professional who enjoys resolving incidents, improving services and delivering excellent customer experiences, we'd love to hear from you.

Please note, we may close this vacancy early for external applicants if we receive the required quality or quantity of applications. All offers are subject to references and right to work in the UK checks. No agencies please

Package

• Competitive salary
• Very generous pension
• Excellent training, development, and career progression
• 37 days annual leave (pro-rata)
• Staff travel pass for yourself, spouse/partner, and dependents