Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch IT support and assist users with core applications.
- Company: Join a leading Glasgow law firm with a supportive team.
- Benefits: 12-month contract, competitive pay, and opportunities for growth.
- Why this job: Make a difference by helping others and enhancing their tech experience.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Dynamic work environment with a focus on teamwork and collaboration.
The predicted salary is between 30000 - 42000 £ per year.
A fantastic opportunity has arisen for an IT Service Desk Analyst/1st/2nd Line Support Analyst to join our Glasgow based law firm on an initial 12‑Month Fixed Term Contract.
Responsibilities and Duties
- Provide end‑user IT assistance on all core desktop applications and technologies.
- Assist the Service Desk Delivery Manager in the triage of tickets, including:
- Serving as the end‑user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.
- Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.
- Prioritise service incidents and tickets to the Service Desk Analysts following established procedures – including assigning tickets to the appropriate team member based on their expertise, workload, and location.
- Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.
- Ensure customer satisfaction through continuous status updates and information sharing.
- Ensure problem descriptions and resolutions are accurate in our ITSM solution.
Knowledge, Skills and Experience
- Strong work ethic with a keen attention to detail.
- Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
- Provides exceptional customer service by actively listening, showing empathy, and paying attention.
- Proactively follows up on problems and anticipates customer concerns.
- A good understanding and working knowledge of Microsoft solutions, including – but not limited to – Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies, NTFS share permissions.
- A good understanding of supporting end users within Citrix environments.
IT Service Desk Analyst in Glasgow employer: DGH Recruitment
Contact Detail:
DGH Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work in service desks. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT support. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! If you have experience with Microsoft solutions or Citrix environments, be ready to discuss specific examples of how you've used these in past roles during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows your enthusiasm for joining our team.
We think you need these skills to ace IT Service Desk Analyst in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Desk Analyst role. Highlight your experience with Microsoft solutions and any relevant customer service skills. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your strong work ethic and attention to detail, as these are key for us.
Showcase Your Communication Skills: Since this role involves a lot of communication with end users, make sure to demonstrate your interpersonal skills in your application. We love candidates who can actively listen and show empathy, so let that shine through in your writing!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at DGH Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft solutions, especially Active Directory and Exchange Online. Be ready to discuss how you've used these tools in past roles, as well as any experience you have with Citrix environments.
✨Show Off Your Customer Service Skills
Prepare examples that highlight your strong interpersonal skills and ability to provide exceptional customer service. Think about times when you actively listened to a client’s concerns and how you followed up to ensure their issues were resolved.
✨Practice Your Communication
Since this role involves maintaining regular communication with end users, practice explaining technical concepts in simple terms. You might even want to do a mock interview with a friend to get comfortable with this.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific service desk scenarios. Prepare by thinking through common issues you’ve encountered and how you triaged tickets or collaborated with peers to resolve them efficiently.
