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Senior Information Technology Support Analyst
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Senior Information Technology Support Analyst
Senior Technology Support Analyst
Location: Edinburgh (Office-based) Salary: £34,000 - £38,000 (dependent on experience) Contract: Full-time, Permanent
We 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 Responsibilities
- Provide 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 with technology rollouts, upgrades, and occasional site visits.
- Create and maintain user guides, knowledge base content, and technical documentation.
- Collaborate with colleagues across the business to improve IT service delivery.
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Required Experience
- Previous experience in an IT Support or Service Desk role (minimum 2 years)
- Strong knowledge of Microsoft Windows environments.
- Experience supporting Microsoft 365 applications and services.
- Exposure to cloud platforms such as Microsoft Azure.
- Experience working with end-user hardware and device support.
- Strong troubleshooting and problem-solving skills.
- Familiarity with structured IT service processes (e.g., ITIL).
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Skills & Attributes
- Strong customer service focus with a proactive approach
- Clear and effective communication skills
- Ability to manage and prioritise a varied workload
- Comfortable working both independently and within a team
- Strong interpersonal skills with the ability to engage a range of stakeholders
- Positive attitude and willingness to learn
- Well organised with good attention to detail
Additional Information
This role is based in Edinburgh, with an expectation to work primarily from the office (typically 4 days per week) and flexibility to work remotely (1 day per week).
- Standard working hours are Monday to Friday, with some flexibility available.
- Occasionally travel to other sites may be required.
- A valid UK driving licence and access to a vehicle is required.
This is a great opportunity for a Senior Technology Support Analyst looking to take on a varied role that combines hands-on support with team collaboration and continuous improvement in a dynamic IT environment.
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