IT Service Desk Analyst - Edinburgh or Glasgow

Reporting to the Head of IT, you will be part of the team who are the first point of contact for all IT requests and incidents in the firm.  The role involves providing both 1st and 2nd line support for a wide range of areas and technologies including laptops, printers, applications, systems software, etc. This role is based primarily in our Edinburgh or Glasgow Office, although there may be a requirement to attend our other offices.

You will be responsible for:

• Service Desk
  • Logging, prioritising, and tracking Service Desk calls
  • Investigating, troubleshooting, and resolving calls
  • Providing updates to users on the progress of calls
• User accounts: Set up and management of various user accounts
• Mail sweeping: Review and release quarantined emails
• Homeworking: Support of remote homeworker installations
• Documentation: Creating and maintaining Service Desk documentation

Supported technology and tools include:

• Dell Laptops
• Windows 11 OS
• Microsoft Office 365
• Two Factor authentication administration
• BigHand Digital Dictation system administration
• IOS mobile devices
• iManage Work10 document management software

The successful candidate…

• Must have a minimum of 12 months IT Support/Service Desk experience, ideally within a Legal, Financial, or Professional Services sector
• Demonstrable all-round knowledge of IT, in particular, Microsoft OS and applications. Also, good knowledge of all audio/visual technologies
• An excellent problem solver who sees new issues and technologies as way to advance their skills
• Good communicator and diplomatic – able to communicate with non-IT staff in non-technical terms
• A proactive approach to system security
• Flexible approach to team working
• Current drivers licence preferable but not essential

Anderson Strathern are an equal opportunities employer.  Our policy is to recruit, develop, nurture and retain a diverse workforce following the guidelines of the Equality Act 2010.