Eden Scott
Service Desk Analyst
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Service Desk Analyst
1st Line IT Support Technician
Edinburgh City Centre (Office-based, 5 days per week)
About the Company
Our client is a leading, high-growth Managed Service Provider (MSP), delivering modern IT solutions and exceptional support to a wide range of organisations. With continued growth, they are looking to expand their service desk with ambitious individuals eager to build a career in IT.
The Role
As a 1st Line IT Support Technician, you’ll be the first point of contact for clients, delivering excellent customer service while resolving a wide range of technical issues. You will support Microsoft 365, end-user devices, and core IT systems, ensuring users stay productive and receive a high-quality support experience.
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Key Responsibilities
- Act as the first point of contact via phone, email, and ticketing systems
- Diagnose and resolve technical issues remotely wherever possible
- Manage and maintain accurate support tickets
- Provide support across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Troubleshoot devices including laptops, desktops, and peripherals
- Support connectivity issues (Wi-Fi, VPN, networking basics)
- Escalate more complex issues to senior engineers
Your Background
We are open to a range of backgrounds, as long as you combine technical understanding with strong customer skills: You will either have:
- Some commercial IT service desk experience, or
- A HND (or similar) in IT, alongside call centre or strong customer service experience
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Key Skills & Attributes:
- Strong communication and customer service skills
- Interest in IT and problem solving
- Knowledge of Microsoft 365 and Windows
- Well organised with good attention to detail
- Positive attitude and willingness to learn
Why Apply?
- Join a fast-growing, modern MSP environment
- Clear progression and development opportunities
- Work in a supportive, team-driven culture
- Gain hands-on experience across a broad technology stack
Apply Now
If you are looking to start or grow your IT career within a dynamic and supportive environment, please apply today.
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