Job Description

IT Service Desk Analyst
Edinburgh - Full-time, Permanent - Office-based (5 days per week)
Day Shift Pattern
Around 30,000 a year with benefits.
Are you an IT Support professional who thrives on solving problems, helping others, and keeping systems running smoothly? Our legal client is looking for an IT Service Desk Analyst to join their busy Edinburgh-based IT Department.
In this hands-on role, you'll act as the first point of contact for all IT-related incidents and requests, supporting a wide range of technologies, including laptops, mobile devices, software applications, and internal systems. You'll provide first and second-line support, ensuring a high standard of service and communication for all users.
Key Responsibilities
Act as the first point of contact for IT support requests and incidents.
Diagnose, prioritise, and resolve Service Desk calls, escalating where appropriate.
Communicate clearly with users, translating technical information into plain language.
Manage user accounts across various systems and ensure data accuracy.
Monitor quarantined emails and manage releases via mail sweeping tools.
Support setup and maintenance of remote working environments.
Maintain accurate and up-to-date Service Desk documentation.
Technologies You'll Support
Dell laptops and Windows 11 OS
Microsoft 365 suite
Two-Factor Authentication tools
BigHand Digital Dictation system
iManage Work10 (Document Management System)
iOS mobile devices
About You
We're looking for someone who brings both technical know-how and excellent communication skills. You'll have:
1 year of experience in IT support or a service desk environment (legal, financial, or professional services background ideal).
Strong knowledge of Microsoft Windows and Office applications.
Experience with AV technologies and remote working setups.
A proactive approach to problem-solving and continuous improvement.
Great communication skills, with the ability to support users at all levels.

Skills Required