Service Desk Analyst

Cathcart Associates Group Ltd; Glasgow; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A well-respected global business in Glasgow is seeking an IT Service Desk professional to join their evening support team. This role involves providing first-line support for users across the UK and internationally, primarily through tickets and calls. The ideal candidate will have experience in IT support, a strong customer service orientation, and clear communication skills. Hybrid working is available, making this a great opportunity for long-term career development.

Benefits

25 days holiday + public holidays

Matched pension up to 8%

5% shift allowance

Supportive team structure

Career progression opportunities

Training and certification support

Qualifications

• Some experience in an IT support environment.
• Strong sense of customer service.
• Ability to communicate clearly and confidently.

Responsibilities

• Provide end to end support across hardware, software, and user administration.
• First line of support for staff across the UK and internationally.
• Handle support tickets and calls with a focus on great service.

Skills

Customer service

Experience in IT support

Calm and clear communication

Familiarity with ServiceNow

Tools

ServiceNow

Office 365

Active Directory

Windows

Job description

We’re working with a well respected global business to help them grow their evening IT Service Desk team in Glasgow. This is a great opportunity for someone who enjoys solving tech issues, thrives on providing great service, and wants a clear path to progress within a large IT function.

You’ll be the first line of support for staff across the UK and internationally, mostly through tickets and calls, with a bit of project work too (especially during quieter hours). You’ll be joining a collaborative team with great structure and support, including senior analysts on shift with you.

The Role

You’ll be providing end to end support across hardware, software, and user admin, with tools like ServiceNow, Office 365, Active Directory and Windows. The role is based on a weekly rotating evening shift pattern between 12pm and midnight, Monday to Friday.

Hybrid working is standard (two days in office), but there’s flexibility around public transport or shift times. It’s a supportive setup, ideal if you’re looking to settle into a long term role with development options.

What You’ll Bring

You’ll have some experience in an IT support environment and a strong sense of customer service. You don’t need deep technical knowledge, the team can teach you the hardware side, but you do need to be calm, clear, and confident when talking users through fixes. If you’ve used tools like ServiceNow or supported remote access, that’s a bonus.

What’s in it for You?

• 25 days holiday + public holidays

• Matched pension up to 8%

• 5% shift allowance on top of base salary

• Supportive and well structured team

• Career progression senior analyst roles or specialist areas (network, security, etc.)

• Training and certification support available

The Process

It’s a two stage interview process, one virtual, one in person. They’re keen to move quickly and can accommodate a notice period for the right person.

If you’re looking for a solid IT support role with a long term future, we’d love to hear from you. Apply now or get in touch with Lewis at Cathcart Technology for a chat.