Service Desk Analyst

Head Resourcing; City of Edinburgh; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

Head Resourcing is seeking a Service Desk Analyst in Edinburgh to provide end-user IT support across desktop, hardware, software, and mobile devices. You will work closely with internal infrastructure teams and third-party suppliers to resolve incidents within agreed service levels.

The role requires hands-on technical ability, a customer-focused approach, and at least 2 years in a Service Desk or 2nd line role. Onsite work initially, with hybrid arrangement later, and a paid on-call rota.

Qualifications

• Experience providing IT support to end-user communities.
• Familiarity with ITSM ticketing systems and incident management.
• Experience with Windows 11 configuration and troubleshooting.
• Basic knowledge of on-prem Active Directory and file share management.

Responsibilities

• Act as single point of contact for IT incidents and service requests.
• Log and track requests in the ITSM system with accuracy.
• Diagnose issues using clear, detailed information and resolve where possible.
• Escalate to relevant teams or suppliers as needed for resolution.
• Provide support for laptops, desktops, mobiles, and office devices.

Skills

Windows 11 support

Service Desk experience

Word & Excel

Hardware troubleshooting

Active Directory basics

ITSM tooling

ServiceNow

Tools

ServiceNow

Job description

Head Resourcing is pleased to bring you an exciting Service Desk Analyst position based in Edinburgh. This role will provide IT support to the end-user community, ensuring incidents and service requests are resolved within agreed service levels. It involves working closely with internal infrastructure teams and third-party suppliers to deliver effective support across desktop, hardware, software, and mobile technologies. The position is hands‑on and suited to someone with strong technical ability and a customer‑focused approach.

Key Responsibilities:

• Act as a single point of contact for end users for IT incidents and service requests
• Record and manage all requests accurately through the IT service management system
• Gather clear and detailed information to diagnose and resolve issues effectively
• Escalate and liaise with team members, service owners, internal teams, and third‑party suppliers where needed
• Support laptops, desktops, mobile phones, and other business devices
• Provide technical support for projects, office moves, and other business needs
• Contribute to team meetings by sharing feedback, common issues, and solutions
• Travel to other sites when required
• Provide flexibility for occasional overtime and participation in the on‑call rota

Experience

Knowledge and Skills:

• Windows 11 support and configuration
• At least 2 years’ experience in a Service Desk Analyst or 2nd line support role
• Microsoft Office support, including Word and Excel
• Basic laptop and desktop hardware setup and troubleshooting
• Windows Server file share support
• Basic on‑premises Active Directory knowledge
• Experience using ServiceNow or a similar ITSM/ticketing system

Personal Qualities:

• Strong team player
• Customer‑focused and professional
• Self‑motivated with a positive attitude
• Able to prioritise workload effectively
• Strong collaboration and customer‑facing skills
• Committed to delivering work to a high standard
• Up to £32k depending on experience

Ways of working:

• Onsite 5 days per week initially, then will be 3 days per week onsite, 2 days WFH
• On call rota (Paid in addition)