Senior Information Technology Support Analyst
hace 2 días
Glasgow
Senior Technology Support Analyst Location: Edinburgh or Glasgow (Office-based with hybrid working) 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. 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). 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 or Glasgow, 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. Occasional 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.