Edrington
Service Desk Analyst
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Service Desk Analyst
Service Desk Analyst – Edrington
Our Craft
Edrington’s vision is to give more by crafting exceptional ultra-premium spirit brands. The Macallan is our central focus, supported by Highland Park and The Glenrothes in the single malt category. Our portfolio is completed with Brugal rum from the Dominican Republic, Wyoming Whiskey in the American Whiskey category, and Valdespino sherry from Jerez in Spain. Edrington also has a strategic partnership with No.3 London Dry Gin. Our principal shareholder is a charitable trust, so we were built to make a world of difference.
Discover a place where values define our culture. The home of exceptional brands, where people and teams thrive.
Our Blend of Benefits
Salary: £30,000 – £38,000 Contract: 12 months Fixed Term Contract (FTC) Holiday: 37 days, plus 4 Giving More volunteer days Pension contributions:
- Employee: Up to 8.75%
- Employer: Up to 14% Financial rewards:
- Up to 10% Share Reward scheme (subject to eligibility) Employment & Wellbeing:
- Private medical insurance (including 24/7 GP access & menopause health line)
- 24/7 support for counselling, life coaching and wellbeing (mental, financial, and physical) Brand Perks:
- Annual product allowance + 20% discount in our staff shop Work-Life Harmony:
- Hybrid working
- 26 weeks paid maternity/paternity/adoption leave
- Up to 5 paid carer leave days
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Embrace Excellence
Edrington’s Service Desk Analysts contribute to our commitment to high-quality technology support, meeting SLAs, KPIs and customer satisfaction. The role operates within a team across two Glasgow sites: our Great Western Road facility (bottling and warehousing) and global headquarters in Glasgow City Centre. The team supports colleagues across locations – both onsite and remotely – with a variety of technologies.
Make an Impact
Responsibilities include:
- Own and resolve Service Desk tickets, troubleshooting end-user devices, telephony, AV solutions and local IT infrastructure.
- Manage incidents and service requests professionally and efficiently to meet SLAs.
- Provide technical support for business systems and software.
- Deliver on-site IT support across Glasgow offices and production sites.
- Administer and maintain business-critical systems and archiving solutions.
- Support implementation of new IT services and solutions.
- Ensure IT infrastructure reliability and performance.
- Work with Incident and Problem Management teams to update knowledge articles.
- Continuously improve ITSM processes and tools.
- Maintain the ITIL knowledge management process and knowledge base.
- Promote knowledge sharing across the IT teams and end users.
- Build and manage relationships with third-party technology providers.
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Closing Date: 13th July 2026
Your Talent & Skills
Required:
- Service Desk experience.
- Strong ITSM knowledge and experience with ITSM tools.
- Organised, self-motivated, and able to prioritise effectively.
- Experience supporting audio and video conferencing solutions.
- Ability to quickly learn new technologies in a fast-paced environment.
- Knowledge of Active Directory, Microsoft 365, and Windows.
- Strong customer service and relationship-building skills.
- Excellent communication (technical and non-technical audiences).
Desirable:
- Proactive, curious, and creative problem solver.
- Full driving licence with occasional travel required.
- Knowledge of Azure AD and Exchange.
- Agile/DevOps experience.
- Networking and cybersecurity awareness.
- ITIL Foundation (v3 or v4) certification.
Don’t worry if you’re not a perfect match—we’d love to hear from you if you can add value to this role and Edrington.
A Place for Everyone
We’re proud of our inclusive culture, where unique perspectives are celebrated. Everyone is respected and empowered to contribute.
Get involved in colleague networks like Balance (diversity), Pride (LGBTQ+), Kick-Start (youth talent), inclusion allies, and DE&I champions. We encourage curiosity, participation, and driving meaningful change together.
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