Service Desk Analyst

Service Desk Analyst (Hybrid Edinburgh)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 ResponsibilitiesAct as a single point of contact for end users for IT incidents and service requestsRecord and manage all requests accurately through the IT service management systemGather clear and detailed information to diagnose and resolve issues effectivelyEscalate and liaise with team members, service owners, internal teams, and third-party suppliers where neededSupport laptops, desktops, mobile phones, and other business devicesProvide technical support for projects, office moves, and other business needsContribute to team meetings by sharing feedback, common issues, and solutionsTravel to other sites when requiredProvide flexibility for occasional overtime and participation in the on-call rotaExperienceKnowledge and SkillsWindows 10 and 11 support and configurationAt least 2 years'' experience in a Service Desk Analyst or 2nd line support roleMicrosoft Office support, including Word and ExcelBasic ..... full job details .....