Senior IT Service Desk Analyst - Remote Support

ABACUS; City of Edinburgh; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Generous annual leave

Gym discount

Life insurance

Travel insurance

Well-being and counselling support

Contributory pension

Company events

Private Medical and Dental Insurance

Job summary

Abacus Information Technology Limited is seeking an IT Support Specialist to provide remote client support for the financial services sector, with occasional on-site visits. You will respond to service requests, escalate where needed, and maintain professionalism while delivering high-quality customer experiences.

The role requires hands-on experience with end-user environments, strong communication, and a passion for technology.

Qualifications

• Minimum 3 years’ experience in IT roles with excellent customer service.
• Experience supporting end users and end-user computing environments.
• Professional qualifications are a plus.

Responsibilities

• Provide technical support to clients via phone and email, with occasional on-site visits.
• Communicate clearly with clients and peers to ensure timely responses.
• Log all work in ConnectWise and manage tickets efficiently.
• Multi-task client issues and escalate to SME teams as needed.
• Travel occasionally to client sites as required.
• Adhere to team KPIs and contribute to group goals.
• Be flexible with duties and working hours, including after-hours onboarding and project work.

Education

Relevant professional qualifications

Tools

Active Directory

Microsoft 365

Azure AD/Intune

Duo Security 2FA

VMware vSphere

Windows 10/11 & Server 2012+

Networking fundamentals

DNS/DHCP/TCP/IP

ConnectWise

Print queues management

Job description

Abacus Information Technology Limited is seeking an IT Support Specialist to provide remote client support for the financial services sector, with occasional on-site visits. You will respond to service requests, escalate where needed, and maintain professionalism while delivering high-quality customer experiences.

The role requires hands-on experience with end-user environments, strong communication, and a passion for technology.