Service Desk Analyst in Midlothian

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.