Service Desk Analyst

Service Desk Analyst

Glasgow – Hybrid | Initial 12-Month FTC | Competitive Salary

VIQU is supporting a leading organisation in the search for a Service Desk Analyst to join their IT team on an initial 12-month fixed-term contract.

You will be responsible for providing first-line technical support to end users, resolving IT issues and ensuring an excellent customer experience across a broad range of technologies. Working closely with wider IT teams, you will play a key role in maintaining day-to-day operations and supporting users across the business.

Please note there are no current VISA sponsorship opportunities.

Key Responsibilities:

• Act as the first point of contact for IT support queries via phone, email and ticketing systems
• Log, prioritise and resolve incidents and service requests in line with agreed SLAs
• Support users with Microsoft 365 applications, Windows devices and general IT issues
• Manage user accounts, password resets and Active Directory administration
• Troubleshoot hardware, software, networking and connectivity issues, escalating where appropriate
• Support remote users and assist with laptop, desktop and peripheral setup and maintenance
• Maintain accurate documentation and update tickets throughout the support lifecycle

Key Requirements:

• Previous experience working within a Service Desk, IT Support or 1st Line Support role
• Experience supporting Microsoft 365 and Windows environments
• Knowledge of Active Directory and user account administration
• Experience using ITSM or ticketing systems such as ServiceNow or similar
• Strong troubleshooting skills with an excellent customer-focused approach
• Ability to prioritise workload and communicate effectively with users at all levels

Desirable:

• Exposure to Intune, Entra ID or Exchange Online
• ITIL Foundation certification or knowledge of ITIL processes
• Experience supporting hybrid or enterprise environments

To apply: Please reach out via LinkedIn to Phoebe Rees or apply via the VIQU website.

Know someone suitable? You could earn up to £1,000 if your referral is successful (T&Cs apply).