TEKsystems
Service Desk Analyst
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Service Desk Analyst (Contract)
Job Description
This contract Service Desk Analyst position offers an excellent opportunity for a junior IT professional or early-career Service Desk Analyst to gain valuable experience within a large enterprise technology environment. Based in Edinburgh with approximately 50% office attendance, you will provide first-line IT support to colleagues across the business, resolving technical issues and service requests while delivering a consistently high level of customer service. The role runs initially until December 2026, with potential for extension, and is well suited to individuals with around 1–3 years of IT support or service desk experience, or recent IT graduates with commercial service desk exposure.
Responsibilities
- Act as the first point of contact for IT support queries via phone, email, chat and walk-up support, ensuring a professional and helpful response at all times.
- Log, manage and progress incidents and service requests through to resolution using appropriate ticketing or IT Service Management (ITSM) tools.
- Troubleshoot and resolve first-line technical issues wherever possible, following established procedures and guidelines.
- Escalate more complex or high-impact issues promptly to the appropriate resolver groups, providing clear and accurate information.
- Keep users informed of progress and expected resolution times, maintaining strong communication throughout the lifecycle of each ticket.
- Ensure all tickets are managed in line with agreed service levels and quality standards.
- Support user onboarding and offboarding activities, including account setup, access management and related technical tasks.
- Assist with hardware deployment, desktop support and software installations across the organisation.
- Contribute to the creation and maintenance of knowledge articles and support documentation to improve team efficiency and user self-service.
- Work collaboratively with colleagues across the wider Technology team to resolve issues and improve services.
- Support project and change activities where required, providing technical input and end-user support.
- Maintain strong organisational practices and attention to detail in all aspects of ticket handling and documentation.
- Demonstrate a customer-focused mindset, ensuring a positive support experience for all users.
- Operate effectively in a fast-paced support environment, prioritising workload and managing multiple tasks simultaneously.
Essential Skills
- Previous experience in a Service Desk, IT Support, Helpdesk or Technical Support role, ideally within an enterprise environment.
- Experience using ticketing systems or IT Service Management (ITSM) tools to log, track and resolve incidents and service requests.
- Strong customer service skills, with the ability to communicate clearly and professionally with users at all levels.
- Excellent verbal and written communication skills, with the ability to explain technical issues in an accessible way.
- Understanding of Microsoft Windows desktop environments and common end-user configurations.
- Working knowledge of Microsoft 365 products, including Outlook, Teams, SharePoint and Office applications.
- Ability to diagnose and resolve common end-user IT issues, following established processes and best practices.
- Strong organisational skills and attention to detail, ensuring accurate ticket logging and documentation.
- Ability to work independently with minimal supervision while also contributing effectively as part of a team.
- Comfort with working in a fast-paced support environment and managing competing priorities.
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Preferred experience level
- Approximately 1–3 years in IT support or Service Desk roles, or equivalent practical experience.
Additional Skills & Qualifications
- Experience supporting Azure and Entra ID environments.
- Familiarity with remote desktop and virtual desktop technologies.
- Experience with VMware Horizon (Omnissa Horizon) or similar virtual desktop infrastructure solutions.
- Understanding of ITIL principles and best practices in IT service management.
- SDI Service Desk Analyst certification or equivalent professional accreditation.
- Experience within a regulated financial services environment.
- A positive and proactive attitude, with a strong desire to deliver high-quality support.
- Strong problem-solving skills, with the ability to investigate issues and identify effective solutions.
- A customer-focused mindset, consistently aiming to improve the user experience.
- Reliability and strong organisational abilities, ensuring tasks are completed accurately and on time.
- Comfortable working in a dynamic environment with changing priorities and new challenges.
- Keen interest in learning and developing technical skills, with a focus on continuous improvement.
- Collaborative approach, with excellent interpersonal skills and the ability to build strong working relationships.
- Recent IT graduates with commercial Service Desk experience are encouraged to apply.
Why Work Here?
This role offers a strong platform for building a career in enterprise IT support, providing exposure to modern technologies such as Microsoft 365, Azure, Entra ID and virtual desktop solutions. You will join a collaborative technology team that values learning, knowledge sharing and professional development, with the opportunity to contribute to projects and change initiatives as well as day-to-day support. The contract length to December 2026 provides stability, while the hybrid working arrangement (around 50% office-based) supports a balanced approach to work. This is a good opportunity to deepen your technical skills, gain experience in a large, regulated environment and enhance your service management capabilities.
Work Environment
The role is based in Edinburgh with approximately 50% of your time spent in the office and the remainder working remotely, offering a hybrid working arrangement. You will operate within a large enterprise IT environment, using ITSM tools to manage incidents and service requests, and supporting Microsoft Windows desktop environments and Microsoft 365 applications such as Outlook, Teams, SharePoint and Office. The team also works with Azure, Entra ID and VMware Horizon (Omnissa Horizon), providing exposure to cloud and virtual desktop technologies. The support environment is fast-paced and dynamic, requiring effective prioritisation and clear communication, while maintaining high standards of customer service and documentation. The workplace is professional and collaborative, with a focus on teamwork, knowledge sharing and continuous improvement in IT service delivery.
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Location
Macclesfield, UK
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.
If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at https://www.allegisgroup.com/en-gb/privacy-notices.
To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to https://www.allegisgroup.com/en-gb/privacy-notices.
We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice at https://www.allegisgroup.com/en-gb/privacy-notices for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. If you are resident in the UK, EEA or Switzerland, we will process any access request you make in accordance with our commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.
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