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1st Line Service Desk Helpdesk Analyst - Windows

  • Location:


  • Job type:


  • Salary:

    15% pension and annual bonus scheme

  • Contact:

    Kevin Feely

  • Contact email:

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  • Published:

    16 days ago

  • Expiry date:


  • Startdate:


1st Line Service Desk Helpdesk Analyst - Windows / MAC OSX / Office 365 - Permanent - Edinburgh

Head Resourcing is currently recruiting for an experienced 1st Line Helpdesk IT Support Analyst for a leading and renowned client based in Edinburgh. You will be joining a growing and passionate team that support their users across the business providing first class service cross a wide range of technologies. In this role you will be focussed on telephone based problem resolution, dealing with a variety of issues across Microsoft Windows desktop operating systems, Outlook, MAC OSX and iOS, and Office 2016 / Office 365. You will have excellent communication skills and will be keen to join a popular team within the organisation that is renowned for service excellence. Our client utilises technology to its fullest capability and it underpins the success they have as a business; they are keen that the talent they recruit for this role is a highly motivated individual that is driven by technology and is keen to continue expanding their technical knowledge.

- Answering calls on the Service Desk with the aim of 1st line resolution
- Triage of calls for other support service teams within Baillie Gifford
- Participate in installing, configuring and documenting systems/software and hardware
- Monitor logged and allocated calls to ensure a high level of service provision to staff and ensure that escalation procedures are adhered to
- Comprehensive Mac, PC and printer support

- Demonstrable experience working in a 1st line support environment
- Very strong customer service skills
- Microsoft Windows desktop operating systems (7, 8, 10)
- Mac OSX and iOS
- Office 2016 / Office 365
- Good experience in supporting PC's, printers, peripherals
- Good diagnosis / troubleshooting skills

- Any relevant accreditations
- Any ITIL accreditation
- Previous experience using a service desk ticketing system

- Fantastic salary and benefits package including pension contribution of 15%
- Excellent annual bonus scheme (guaranteed 10% bonus, up to 25% additional annual bonus)
- Excellent long term career opportunities within an employer with one of the best reputations in the Scottish market
- City centre location