Service Desk Analyst

About the role

Join Edrington’s IT Service Desk team and help deliver high‑quality technology support across our Glasgow sites. You will be the first point of contact for colleagues, diagnosing and resolving a wide range of technical issues while ensuring service levels are met.

Key responsibilities

• Take ownership of Service Desk tickets, troubleshooting end‑user devices, telephony, AV solutions and local IT infrastructure.
• Manage incidents and service requests efficiently, meeting agreed SLAs and response targets.
• Provide technical advice on business systems and software, and deliver on‑site support at both office and production locations.
• Administer business‑critical systems, archiving solutions and support the rollout of new IT services.
• Collaborate with Incident and Problem Management teams to create and maintain knowledge articles.
• Support continuous improvement of ITSM processes and maintain the ITIL knowledge base.

Required profile

• Strong customer‑focused attitude with the ability to communicate technical information clearly.
• Proactive problem‑solver who can work independently and as part of a team.
• Ability to manage multiple tickets and priorities in a fast‑paced environment.

Required skills

• ITIL framework knowledge.

What we offer

• Fixed‑term contract (12 months) with a salary of £30,000‑£38,000 per year.
• Hybrid working model, 37 days holiday plus 4 volunteer days.
• Pension contributions (up to 14% employer), private medical insurance and wellbeing support.
• Annual product allowance and staff discounts on premium brands.
• Generous parental and carer leave policies.