Service Desk Analyst

Edinburgh City Centre (Office-based, 5 days per week)

About the Company

Our client is a leading, high-growth Managed Service Provider (MSP), delivering modern IT solutions and exceptional support to a wide range of organisations. With continued growth, they are looking to expand their service desk with ambitious individuals eager to build a career in IT.

The Role

As a 1st Line IT Support Technician, you’ll be the first point of contact for clients, delivering excellent customer service while resolving a wide range of technical issues.

You will support all systems but they’re predominately Microsoft 365, end-user devices, and core IT systems, ensuring users stay productive and receive a high-quality support experience.

Key Responsibilities

• Act as the first point of contact via phone, email, and ticketing systems
• Diagnose and resolve technical issues remotely wherever possible
• Manage and maintain accurate support tickets
• Provide support across all systems but mainly Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Troubleshoot devices including laptops, desktops, and peripherals
• Support connectivity issues (Wi-Fi, VPN, networking basics)
• Escalate more complex issues to senior engineers

Your background

You will have:

Key Skills & Attributes:

• Strong communication and customer service skills
• Interest in IT and problem solving
• Knowledge of Microsoft 365 and Windows
• Well organised with good attention to detail
• Positive attitude and willingness to learn

Why Apply?

• Join a fast-growing, modern MSP environment
• Clear progression and development opportunities
• Work in a supportive, team-driven culture
• Gain hands-on experience across a broad technology stack

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