IT Service Desk Analyst

IT Service Desk Analyst required by our market leading, award winning, professional services client based in Edinburgh. This is a 5 day a week, onsite role.

We are looking for someone who is passionate about providing exceptional IT support and problem-solving to join our clients dynamic Operations/IT Service Desk team.

About the Role

This is a hands-on role providing first and second-line IT support to users across the organisation. Working to a flexible shift pattern, you’ll be the first point of contact for IT queries, offering advice, troubleshooting and ensuring an outstanding user experience.

Key Responsibilities

• Provide technical support for IT applications and hardware.
• Diagnose, analyse and resolve incidents or escalate where necessary.
• Install, configure and maintain software, hardware, and user accounts.
• Administer iPhones on Intune and manage SCCM tasks.
• Support desk setups for new starters, moves and organisational changes.
• Communicate effectively with users via phone, email, and face-to-face.
• Contribute to identifying recurring issues and developing solutions.
• Keep users updated on the progress of their calls and escalate if needed.

Skills & Experience Required

• Broad IT skills, including end-user support of Windows Server/Desktop, Microsoft 365 (Exchange, Teams), Active Directory, Group Policy, SCCM, Intune.
• Experience with (or willingness to learn) legal or specialist applications such as iManage, BigHand, Aderant.
• Strong diagnostic, problem management, and root cause analysis skills.
• Organised, professional and results-driven with excellent attention to detail.
• Team-focused, self-motivated, and enthusiastic with a desire to learn.
• Customer-focused with strong communication skills at all levels.

Desirable Qualifications/Training:

• SCCM training
• ITIL Foundation
• Azure Fundamentals
• Windows Server
• Intune Endpoint Administration

Working Arrangements & Conditions

• Flexible shift patterns between 8:00am – 7:00pm (pre-planned rota).
• Liaise with users at all levels in person, on the phone and via email.
• Travel between office locations may be required.
• Training and development opportunities to enhance technical knowledge.

This great role comes with a competitive basic salary and is accompanied with an annual bonus, annual salary review, a contributory pension, life assurance, maternity/paternity leave, BUPA, an initial 25 days holiday plus your Bank Holidays, flexible working and a wealth of other health focused benefits to name but a few.