IT Service Desk Analyst (6-Month Fixed Term Contract)

We are a global legal organisation with a strong focus on technology, energy & infrastructure, and financial services, helping leading companies solve complex challenges. We are now looking for an IT Service Desk Analyst to join our Glasgow office on a 6-month fixed term basis, with hybrid working.

In this role, you will provide first- and second-line technical support to end users, acting as the first point of contact for all IT-related inquiries. You will troubleshoot and resolve issues efficiently, ensuring minimal downtime and a high level of customer satisfaction.

Key responsibilities:

• Serve as the first point of contact for IT support via phone, email, and walk-ups, covering hardware, software, networking, and account management.
• Troubleshoot common issues such as password resets, software malfunctions, network connectivity, and printer setups; escalate complex cases to specialist teams as needed.
• Log, track, and prioritise support requests in the ticketing system, ensuring timely resolution in line with SLAs.
• Communicate technical solutions clearly to non-technical users, maintaining a professional and patient approach.

About you:

• 1–2 years of experience in an IT support or helpdesk role in a fast-paced environment.
• A degree in IT, Computer Science, or equivalent work experience.
• Proficiency in Windows and macOS operating systems.
• Experience with ticketing systems (e.g., ServiceNow, JIRA, Zendesk) and ITIL best practices.
• Familiarity with common office applications (Microsoft Office, G Suite, etc.).

Working hours are 37.5 per week, Monday to Friday, on a rotating shift pattern between 7am and 8pm. We offer flexible work options, health and wellbeing benefits, and career development opportunities.

• 1–2 years of experience in an IT support or helpdesk role in a fast-paced environment.
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Proficiency in Windows and macOS operating systems.
• Experience with ticketing systems (e.g., ServiceNow, JIRA, Zendesk) and ITIL best practices.
• Experience supporting common office applications (Microsoft Office, G Suite, etc.).