Service Desk Analyst – Hybrid (Edinburgh)

About the role

Provide high‑quality 1st and 2nd line IT support to colleagues across the Electoral Commission, working from the Edinburgh office and remotely for users nationwide. You will be the primary on‑site IT contact in Edinburgh, delivering hands‑on deskside assistance and acting as a trusted point of contact.

Key responsibilities

• Log, prioritise and resolve incidents and requests via telephone, remote tools and desk‑side support within agreed SLAs.
• Support Microsoft 365, Windows 10/11, Azure Virtual Desktop and mobile devices.
• Set up new user accounts and manage access for joiners, movers and leavers.
• Maintain video‑conferencing, telephony and collaboration tools such as MS Teams and Webex.
• Assist with hardware configuration, deployment and replacement programmes.
• Create and maintain IT documentation and user guides.
• Support IT security processes, including access control and password management.
• Carry out IT asset management and basic auditing activities.
• Occasional travel to other UK offices when required.

Required profile

• Enjoys hands‑on problem solving and taking ownership of issues.
• Comfortable working both remotely and on‑site in a hybrid environment.

Required skills

• Microsoft 365
• Windows 10/11
• Azure Virtual Desktop
• Mobile device support
• MS Teams
• Webex
• Video‑conferencing and telephony systems
• Hardware configuration and deployment
• IT documentation
• IT security, access control and password management
• IT asset management and basic auditing

What we offer

• Permanent full‑time contract – 36 hours per week.
• Hybrid working – minimum two days per week in the Edinburgh office.
• £312 tax‑free working‑from‑home allowance paid annually.
• Civil Service Pension Scheme, flexible working and 28+ days holiday.
• Outstanding benefits and a supportive team environment.