IT Service Desk

Eden Scott; Glasgow; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

Eden Scott partners with a leading global organisation in Glasgow city centre seeking an IT Service Desk Analyst on a 6-month fixed-term contract. You will be the first point of contact, delivering 1st and 2nd line support in a busy, collaborative IT team.

You'll troubleshoot across Windows/macOS, Office apps, and common business software, log tickets, and escalate where needed. Hybrid working, 37.5 hours, with rotating shifts between early and late.

Qualifications

• 1–2 years' experience in IT support, helpdesk or service desk.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows and/or macOS.
• Experience with Office applications.
• Familiarity with ServiceNow/Jira/Zendesk.
• Understanding of ITIL principles is advantageous.
• Customer-focused approach and clear communication.

Responsibilities

• Providing 1st and 2nd line support to users via phone, email and in person.
• Troubleshooting hardware, software, account access and network-related issues.
• Logging, updating and managing tickets through the service desk system.
• Escalating more complex issues to specialist teams when required.
• Keeping users informed throughout the resolution process and ensuring a positive customer experience.
• Working to agreed service levels and response times.

Skills

IT Support

Troubleshooting

Windows/macOS

Office applications

Ticketing systems

ITIL knowledge

Communication

Tools

ServiceNow

Jira

Zendesk

Job description

We are working with a leading global organisation based in Glasgow city centre who are looking to add an IT Service Desk Analyst to their team on an initial 6-month fixed term contract.

This role would suit someone with previous Service Desk or IT Support experience who enjoys troubleshooting technical issues, helping users and working in a busy environment where no two days are the same.

Working as part of a wider IT team, you'll be the first point of contact for users requiring technical support, providing both 1st and 2nd line support while ensuring a high level of service throughout.

Key Responsibilities

• Providing 1st and 2nd line support to users via phone, email and in person.
• Troubleshooting hardware, software, account access and network-related issues.
• Resolving common IT problems including password resets, printer issues, software faults and connectivity problems.
• Logging, updating and managing tickets through the service desk system.
• Escalating more complex issues to specialist teams when required.
• Keeping users informed throughout the resolution process and ensuring a positive customer experience.
• Working to agreed service levels and response times.

About You

We're keen to speak with candidates who have:

• Around 1-2 years' experience within an IT Support, Helpdesk or Service Desk environment.
• Good troubleshooting and problem-solving skills.
• Experience supporting Windows and/or macOS environments.
• Knowledge of Microsoft Office and other common business applications.
• Experience using ticket management systems such as ServiceNow, Jira or Zendesk.
• An understanding of ITIL principles and service desk best practice would be advantageous.
• Strong communication skills and a customer-focused approach.

Additional Information

• 37.5 hours per week.
• Monday to Friday on a rotating shift pattern between 7:0am and 8:0pm.
• Hybrid working arrangement.
• Initial 6-month fixed term contract.
• Glasgow city centre location.

This is an excellent opportunity to join a well-known global organisation and gain exposure to a large-scale enterprise IT environment while working within a supportive and collaborative team.