Hybrid IT Service Desk Analyst - Quick, Friendly Support

Ashurst Perkins Coie; Glasgow; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Flexible work options

Health and wellbeing benefits

Career advancement opportunities

Job summary

Ashurst Perkins Coie is seeking an IT Service Desk Analyst to provide first- and second-line support to end users in our Glasgow office with hybrid working. You will troubleshoot hardware, software, and network issues, document requests, and ensure quick, friendly resolutions to minimise downtime.

Ideal candidates have 1–2 years in IT support, a degree in IT or related field, and experience with ticketing systems (ServiceNow, JIRA, Zendesk) and Microsoft Office.

Qualifications

• 1–2 years of IT support or helpdesk experience.
• Bachelor's degree in IT, CS, or related field (or equivalent work experience).
• Proficiency with Windows and macOS operating systems.

Responsibilities

• Serve as the first/second point of contact for IT support requests via phone, email, and walk-ins.
• Troubleshoot hardware, software, networking, and account issues; escalate when needed.
• Log, track, and prioritise requests in the ticketing system with SLAs in mind.
• Communicate clearly with non-technical users and maintain high customer satisfaction.

Skills

IT support

Customer service

Windows

macOS

Ticketing systems

ITIL

Office apps

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

JIRA

Zendesk

Job description

Ashurst Perkins Coie is seeking an IT Service Desk Analyst to provide first- and second-line support to end users in our Glasgow office with hybrid working. You will troubleshoot hardware, software, and network issues, document requests, and ensure quick, friendly resolutions to minimise downtime.

Ideal candidates have 1–2 years in IT support, a degree in IT or related field, and experience with ticketing systems (ServiceNow, JIRA, Zendesk) and Microsoft Office.