Senior Service Desk Analyst

We are seeking an experienced and results-driven Senior Service Desk Analyst to work on a customer site based in Edinburgh. You will be embedded within the customer’s on-site team and will work directly with their IT Service Management (ITSM) tooling, specifically JIRA.

Requirements

• Minimum of 3-5 years of experience in Service Desk and IT support
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies
• Experience with service desk management tools (e.g. JIRA, ServiceNow)
• Experience in Oracle to run pre-configured SQL scripts (as per runbooks)
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred
• Strong communication, interpersonal, and problem-solving abilities with a Customer-focused mindset
• Ability to manage multiple priorities and meet deadlines
• Adaptability to evolving technologies and processes
• Strong analytical and reporting skills
• Proficiency in Microsoft Office 365 Support
• Knowledge of AWS and Azure(preferable) fundamentals
• Proficiency in Active Directory and Group Policy Support
• Technical proficiency in Windows Server and Linux (preferable) operating systems

Benefits

• Quarterly Performance-Related Profit Share Scheme
• Strong Career Progression & mentorship coaching
• Flexible/remote working
• Financial Wellbeing initiatives
• Employee Wellbeing schemes
• Generous holiday allowance
• Enhanced maternity/paternity leave
• Marriage/civil partnership leave and special leave policies
• Educational assistance
• Incentivised certifications, and accreditations
• Reward schemes
• Environment, Social and Community First initiatives