Senior Technology Support Analyst

Senior Technology Support AnalystLocation: Edinburgh (Office-based with hybrid working)Salary: £35,000 - £38,000 (dependent on experience)Contract: Full-time, PermanentWe are seeking an experienced Senior Technology Support Analyst to join a busy and collaborative IT function within a well-established organisation. This role is key to delivering high-quality 1st and 2nd line support, ensuring users receive a responsive, efficient, and professional service.Working as part of an internal Service Desk team, you will provide hands-on support across a Microsoft-focused environment while also offering guidance and mentoring to junior team members. You will play an important role in maintaining day-to-day IT operations and contributing to ongoing service improvements.Key responsibilitiesProvide 1st and 2nd line technical support via phone, email, collaboration tools, and face-to-face.Support and mentor Junior Analysts, promoting best practice and effective ways of working.Manage and prioritise ticket queues to ensure SLAs are met.Escalate issues to internal teams or third-party suppliers where appropriate.Carry out routine system checks and maintenance activities.Support end-user technology, including setup and deployment of laptops, desktops, and mobile devices.Maintain accurate asset records in line with internal processes.Ensure compliance with IT policies, security standards, and service management processes.Keep clear and accurate records within the service desk system.Assist ..... full job details .....