At a Glance
- Tasks: Provide first-line technical support and resolve client queries with a friendly approach.
- Company: Lugo, a fast-growing Managed Service Provider focused on exceptional IT solutions.
- Benefits: Structured training, competitive salary, private medical insurance, and career progression opportunities.
- Other info: Dynamic work environment with clear pathways into various IT specialisations.
- Why this job: Kickstart your IT career with hands-on experience and mentorship in a supportive team.
- Qualifications: Recent graduate in IT or related field with a passion for technology and problem-solving.
The predicted salary is between 25000 - 32000 £ per year.
Lugo is a fast-growing Managed Service Provider committed to delivering exceptional IT support and solutions to a diverse client base. At Lugo, we believe technology should be a bridge – not a barrier. For more than two decades, we’ve helped organisations across Scotland deliver their long-term IT strategies with confidence – securely, efficiently and simply. Our values – Leading, Uniting, Growing, Outstanding – shape everything we do:
- Leading with pioneering secure IT strategies tailored to regulated industries
- Uniting people and technology through meaningful, human-centred connections
- Growing by supporting dynamic change and organisational development
- Outstanding service delivered with integrity, transparency and Lugo Love
Role Overview: This is an exciting opportunity for a recent graduate to begin building a long-term career in IT. As a 1st Line Technical Support Analyst in our Client Experience Team, you will join the front line of our service delivery, supporting clients with real technical challenges while learning how great IT support really works. You will gain hands-on experience across a wide range of technologies, build confidence in troubleshooting and communication, and develop the practical foundations needed to progress into a specialist or senior role over time. This role offers a clear starting point for a long-term IT career, with structured mentoring, coaching and learning pathways to help you grow.
Key Responsibilities:
- Act as a first point of contact for client support queries, delivering a friendly, professional and reassuring service by phone, email and remote support tools
- Diagnose and resolve a broad range of first-line hardware, software, Microsoft 365 and connectivity issues, using a methodical approach to troubleshooting
- Escalate more complex issues to Technical Services with clear notes, accurate triage and enough detail to support efficient investigation and resolution
- Deliver clear, empathetic communication that helps clients feel heard, informed and supported, including when explaining technical issues to non-technical users
- Support the delivery of excellent service by working to agreed SLAs, response targets and ticket handling standards
- Contribute to internal documentation, knowledge articles and standard ways of working to improve team learning and service consistency
- Attend client sites when required and support project work with guidance from experienced team members, building confidence through hands-on experience
- Work collaboratively with colleagues across Client Experience and Technical Services to share knowledge, balance workload and deliver the best outcome for clients
- Contribute ideas for improving the helpdesk experience, ticket handling processes and overall service delivery
- Take an active role in your learning path, including technical training, service development and relevant certifications
- Show a genuine commitment to continuous improvement, professional development and building a successful career in IT
What We're Looking For:
- A recent graduate in IT, Computer Science, Cyber Security or a related field (2:2 or higher)
- Passion for technology and helping people solve problems
- Strong communication and interpersonal skills
- Ability to work independently and as part of a team
- Willingness to learn and adapt in a fast-paced environment
- Basic understanding of Windows OS, Microsoft 365, and networking fundamentals is a plus
What We Offer:
- A genuine career starting point, with structured training, mentoring and coaching from experienced IT professionals
- Clear progression pathways into Technical Services, Professional Services, Account Management or Cyber Security
- Hands-on experience across a wide range of technologies, client environments and real-world IT challenges
- A supportive, people-focused team culture where questions are encouraged and learning is part of everyday work
- A competitive starting salary with clear progression as your skills, experience and responsibilities grow
Job Types: Full-time, Permanent
Personal development meetings every quarter
Quarterly Team Catch Ups
Private Medical Insurance - Bupa
Salary Sacrifice
Pension
Enhanced Paternity Pay
Enhanced Maternity Pay
Licence/Certification: Driving Licence (required)
Schedule: Monday to Friday, 37.5 hour working week. Variable shifts to cover helpdesk hours, 8am-4pm, 9am-5pm and 10am-6pm
Location: Based at our central Edinburgh office, hybrid working considered after initial training period.
Graduate Technical Support Analyst employer: Lugo
Lugo is an exceptional employer that prioritises the growth and development of its employees, offering a structured career path for recent graduates in IT. With a supportive team culture based in the heart of Edinburgh, employees benefit from hands-on experience, comprehensive training, and clear progression opportunities into various IT specialisations. The company values integrity and transparency, ensuring that every team member feels valued and empowered to contribute to meaningful client solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Technical Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Lugo values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Lugo might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Lugo!
✨Direct Apply to Lugo
Let's not forget to apply directly through the Lugo website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Graduate Technical Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Lugo.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Lugo. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Lugo
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
