Service Desk Analyst

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 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
• Up to £32k depending on experience

Ways of working:

• Onsite 5 days per week initially, then will be 3 days per week onsite, 2 days WFH
• On call rota (Paid in addition)