1st Line Support Analyst Ref No: 3445 in Glasgow

We are recruiting a permanent, full time, 1st Line Support Analyst.

About you and the role

We have one opening for a 1st Line Support Analyst to join our dedicated and friendly team, focused on providing exceptional service to our end users. As a 1st Line Support Analyst, you’ll be responsible for managing and documenting all customer interactions. Acting as the main point of contact, you’ll record issues, perform initial diagnoses, and, where possible, resolve problems to ensure customer satisfaction. If resolution is not possible, you’ll escape the issue to the appropriate team for further handling.

The role requires a customer‑centric approach, with the ability to understand and address technical challenges. Strong communication skills are essential, particularly in active listening and asking questions to gather necessary information. You should be detail‑oriented with solid analytical and problem‑solving abilities, especially in an environment with changing priorities.

Under the guidance of the Service Desk Team Leader, you’ll also contribute to ongoing service improvements and collaborate with other Operations teams to enhance service delivery.

To be successful, you should have relevant work experience equivalent to SCQF Level 7 or an HND in an IT‑related field. A customer‑focused mindset, combined with the ability to innovate and deliver cost‑effective solutions, will be highly valued.

We’d love for you to join us and make an impact you can be proud of!

About EIS

The Enterprise Information Services (EIS) Operations team is responsible for all the ‘business as usual’ services and includes the provision of a service desk as the central contact point for all customers, 1st, 2nd and 3rd line support for Microsoft technologies, Cloud Team for all Azure support and management, Account Admin and the management of all incidents, problems, and changes, along with all service management functions.

EIS is part of the Enabling Services directorate at SDS and is responsible for the provision of Information and Communications Technology services internally and to partner organisations; Scottish Enterprise (SE) and Highlands and Islands Enterprise (HIE) and South of Scotland Enterprise (SOSE). The service supports approximately 3,500 users throughout these bodies, delivering business applications and desktop computing services over an extensive communications network that includes international sites.

About SDS

Skills Development Scotland is the national skills agency. Our ambition is to drive productivity and inclusive growth through investment in skills, enabling businesses and people to achieve their potential. Through the sharing of expertise, intelligence, and extensive partnership working, we enable the development and delivery of innovative solutions to Scotland’s skills and labour market challenges.

Values

• We put the needs of our customers at the heart of all we do.
• We make use of our combined strengths and expertise to deliver the best outcomes.
• We demonstrate self‑motivation, personal responsibility, and respect.
• We continually improve to achieve excellence.

Benefits

SDS is an award‑winning equal opportunities and fair work employer. Our values and culture are owned and driven by our colleagues and show our commitment to our customers - the people of Scotland. Our employees enjoy a wide variety of progressive benefits and working practices. We prioritise employee engagement, wellbeing, and development, making us a great place to work.

Where you’d be based

This vacancy base is flexible, however weekly travel to our Glasgow offices will be required. SDS are working to a hybrid working model, therefore the successful applicant is expected to work from both home and an SDS workplace on a regular basis.

SDS as an Inclusive Workplace

At SDS we are committed to equality, diversity and inclusion. If you’ve got the right skills for the job, we want to hear from you. We encourage applications from the right candidates regardless of age, disability, gender identity, sexual orientation, religion, belief or race. To support our ambitions our application process is anonymised. Therefore, while we want to know about your relevant skills and experience, please avoid disclosing any identifying characteristics.

Our Application Process

The closing date to submit your application is 25th January 2026. Interviews are due to be scheduled as soon as possible thereafter. More information on the interview format will be made available if you are invited to interview.