IT Service Desk Analyst - Hybrid (1st & 2nd Line Support)

Eden Scott

Glasgow

Hybrid

GBP 21,000 - 26,000

Full time

2 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

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

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.

Get your free, confidential resume review.

or drag and drop your file here.