Head Resourcing
Service Desk Analyst
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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 Responsibilities:
- Act as a single point of contact for end users for IT incidents and service requests
- Record and manage all requests accurately through the IT service management system
- Gather clear and detailed information to diagnose and resolve issues effectively
- Escalate and liaise with team members, service owners, internal teams, and third-party suppliers where needed
- Support laptops, desktops, mobile phones, and other business devices
- Provide technical support for projects, office moves, and other business needs
- Contribute to team meetings by sharing feedback, common issues, and solutions
- Travel to other sites when required
- Provide flexibility for occasional overtime and participation in the on-call rota
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Experience
Knowledge and Skills:
- Windows 11 support and configuration
- At least 2 years’ experience in a Service Desk Analyst or 2nd line support role
- Microsoft Office support, including Word and Excel
- Basic laptop and desktop hardware setup and troubleshooting
- Windows Server file share support
- Basic on-premises Active Directory knowledge
- Experience using ServiceNow or a similar ITSM/ticketing system
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Personal Qualities:
- Strong team player
- Customer-focused and professional
- Self-motivated with a positive attitude
- Able to prioritise workload effectively
- Strong collaboration and customer-facing skills
- Committed to delivering work to a high standard
Salary:
Up to £32k depending on experience
Ways of working:
- Onsite 5 days per week initially, then will be 3 days per week onsite, 2 days WFH
- On call rota (Paid in addition)
If this sounds like you, we would like to hear from you!
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills