Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch support via chat and phone, ensuring user satisfaction.
- Company: Join a dynamic team in a tech-driven environment.
- Benefits: Flexible shifts, competitive pay, and opportunities for growth.
- Other info: Collaborate with tech experts and enhance your skills in a supportive setting.
- Why this job: Be the hero who solves tech problems and helps others thrive.
- Qualifications: Fluent Italian speaker with 1-4 years of IT support experience.
The predicted salary is between 30000 - 40000 £ per year.
Key Responsibilities:
- Provide 1st and 2nd line support via Service Desk chat and occasionally phone during disaster recovery scenarios.
- Respond to user queries professionally, calmly, and efficiently.
- Log, categorise, and prioritise incidents accurately within the ITSM/ticketing system.
- Ensure incidents and service requests are managed in line with SLAs.
- Perform user administration and general technical support.
- Provide warm transfers to Service Desk Technical Specialists when escalation is required.
- Collaborate closely with 3rd line support and Workplace Technology teams.
- Maintain accurate troubleshooting notes, escalations, and handovers.
- Contribute to team documentation, processes, and service improvements.
Must-Have Skills:
- Fluent Italian speaker (spoken and written) to support Client Group colleagues.
- Proven 1st/2nd line Service Desk experience (chat-first support and incident management).
- Strong customer service and communication skills.
- Experience with ITSM/ticketing systems, logging incidents and managing SLAs.
- Experience supporting Windows 11 end users.
- Working knowledge of MacOS and mobile devices (iOS / Android).
- Exposure to Citrix desktops and applications.
- Experience with user administration (password resets, MFA guidance, account access issues).
- Strong structured troubleshooting approach with clear documentation.
- Ability to work rotating shifts including weekends.
Preferred / Nice-to-Have Skills:
- Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint).
- Basic network troubleshooting skills (Wi-Fi, VPN, DNS connectivity).
- Experience with Active Directory / Azure AD.
- Familiarity with remote support tools.
- Experience supporting bespoke/internal applications.
- Knowledge base / documentation mindset with process improvement focus.
- Experience collaborating with 3rd line support teams and managing escalations.
- Understanding of major incident management or disaster recovery procedures.
Experience Required:
- Minimum 1 year of IT Service Desk experience.
- Ideally 3–4 years in a similar Service Desk or IT Support role.
Technology Environment:
- Windows 11
- MacOS
- iOS / Android devices
- Citrix desktops and applications
- Microsoft 365
- ITSM ticketing systems
Additional Information:
- The role does not involve AI integration, but candidates will interact with chatbot and voice bot tools used by the service desk.
- Candidates must demonstrate a strong interest in technology, problem solving, and delivering excellent customer service.
Service Desk Analyst in Edinburgh employer: eTeam
Contact Detail:
eTeam Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Edinburgh
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, especially those already working at companies you're eyeing. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Practice makes perfect! Before any interview, run through common questions and scenarios related to Service Desk roles. This will help you articulate your experience with ITSM systems and customer service skills confidently.
✨Tip Number 3
Show off your tech skills! Be ready to discuss your experience with Windows 11, MacOS, and any troubleshooting you've done. Highlighting your familiarity with tools like Microsoft 365 can really impress the hiring team.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your 1st and 2nd line support experience. We want to see how your skills match the job description, so don’t be shy about showcasing your customer service and technical abilities!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your experience with ITSM/ticketing systems makes you a perfect fit for our team at StudySmarter.
Show Off Your Communication Skills: Since this role involves responding to user queries, make sure your application reflects your strong communication skills. We love candidates who can convey complex information clearly and calmly!
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 from our team!
How to prepare for a job interview at eTeam
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, MacOS, and mobile devices. Be ready to discuss your experience with ITSM/ticketing systems and how you've managed incidents in the past. This will show that you're not just familiar with the tools but can also use them effectively.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've handled user queries professionally and calmly. Prepare to share specific situations where you turned a frustrated user into a satisfied one. This will highlight your strong communication skills and customer service mindset.
✨Practice Your Problem-Solving Approach
Be ready to demonstrate your structured troubleshooting approach. You might be asked to walk through how you would handle a specific incident or service request. Practising this will help you articulate your thought process clearly during the interview.
✨Prepare for Team Collaboration Questions
Collaboration is key in this role, so think about times you've worked closely with other teams, especially 3rd line support. Be prepared to discuss how you’ve contributed to team documentation and processes, as well as any improvements you've suggested. This shows you're a team player who values continuous improvement.