Service Desk Analyst – 1st Line IT Support Technician

About the role

We are seeking a Service Desk Analyst to join a fast-growing Managed Service Provider in Edinburgh. As the first point of contact for clients, you will deliver high-quality support for Microsoft 365, Windows devices and core IT services, helping users stay productive.

Key responsibilities

• Receive and log incidents via phone, email and ticketing system.
• Diagnose and resolve technical issues remotely wherever possible.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Troubleshoot laptops, desktops, peripherals and related hardware.
• Assist with connectivity problems including Wi‑Fi, VPN and basic networking.
• Escalate complex cases to senior engineers.
• Maintain accurate ticket records and documentation.

Required profile

• Commercial IT service-desk experience or an HND/equivalent in IT combined with strong customer-service experience.
• Excellent communication skills and a positive, learning-oriented attitude.
• Well-organized with attention to detail.

Required skills

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Windows operating system
• Hardware troubleshooting for laptops, desktops and peripherals
• Wi‑Fi, VPN and basic networking concepts
• Ticketing system usage

What we offer

• Opportunity to work in a modern, high-growth MSP environment.
• Clear career progression and professional development.
• Supportive, team-driven culture.
• Hands-on experience across a broad technology stack.