At a Glance
- Tasks: Provide first-line IT support and resolve technical issues for colleagues.
- Company: Join a dynamic technology team in a large enterprise environment.
- Benefits: Gain valuable experience, enhance your skills, and enjoy a supportive work culture.
- Other info: Work both remotely and on-site in Edinburgh, with excellent career growth opportunities.
- Why this job: Perfect for early-career IT professionals looking to grow and make an impact.
- Qualifications: Experience in IT support, strong communication skills, and knowledge of Microsoft 365.
The predicted salary is between 33750 - 41250 £ per year.
An exciting opportunity for a Service Desk Analyst to join a Technology team on a contract basis, initially until December 2026, with the potential for extension. This role is ideal for junior IT professionals or early-career Service Desk Analysts looking to gain experience within a large enterprise environment. The position involves providing first-line IT support to colleagues across the business, resolving technical issues and service requests, and delivering high levels of customer service. Attendance in the Edinburgh office is required approximately 50% of the time.
Responsibilities
- Act as the first point of contact for IT support queries via phone, email, chat, and walk-up support.
- Log, manage, and progress incidents and service requests through to resolution.
- Troubleshoot and resolve first-line technical issues wherever possible.
- Escalate more complex issues to appropriate resolver groups.
- Keep users informed of progress and expected resolution times.
- Ensure tickets are managed in line with agreed service levels.
- Perform user onboarding and offboarding activities.
- Assist with hardware deployment, desktop support, and software installations.
- Contribute to knowledge articles and support documentation.
- Collaborate with colleagues across the wider Technology team.
- Support project and change activities where required.
Essential Skills
- Previous experience in a Service Desk, IT Support, Helpdesk or Technical Support role.
- Strong customer service and communication skills.
- Experience using ticketing or IT Service Management (ITSM) tools.
- Understanding of Microsoft Windows desktop environments.
- Working knowledge of Microsoft 365 products including Outlook, Teams, SharePoint, and Office applications.
- Ability to diagnose and resolve common end-user IT issues.
- Strong organisational skills and attention to detail.
- Ability to work independently and as part of a team.
Additional Skills & Qualifications
- Experience supporting Azure / Entra ID environments.
- Familiarity with remote desktop and virtual desktop technologies.
- Experience with VMware Horizon.
- Understanding of ITIL principles.
- SDI Service Desk Analyst certification.
- Experience within a regulated financial services environment.
- Proactive attitude and strong problem-solving skills.
- Customer-focused mindset.
- Reliable and organised.
- Comfortable working in a fast-paced support environment.
- Keen to learn and develop technical skills.
- Collaborative team player with excellent interpersonal skills.
Why Work Here?
This position offers a great opportunity for professional growth within a large enterprise environment, where you can enhance your technical skills and contribute to impactful projects. Enjoy a supportive work culture that values collaboration and continuous learning.
Work Environment
The role requires working both remotely and on-site in Edinburgh, with office attendance approximately 50% of the time. The work environment is fast-paced and involves using technologies such as Microsoft 365, Windows, ITSM tools, Azure, and VMware. A professional dress code is expected during office visits.
Service Desk Analyst in Bonnyrigg employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Bonnyrigg
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like All The Top Bananas.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like All The Top Bananas. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Analyst in Bonnyrigg
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to All The Top Bananas.
How to prepare for a job interview at All The Top Bananas
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in All The Top Bananas's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services All The Top Bananas offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
