Service Desk Analyst

Job Title: Service Desk Analyst Job Description An exciting opportunity for a Service Desk Analyst to join a Technology team on a contract basis, initially until December 2026, with the potential for extension. This role is ideal for junior IT professionals or early-career Service Desk Analysts looking to gain experience within a large enterprise environment. The position involves providing first-line IT support to colleagues across the business, resolving technical issues and service requests, and delivering high levels of customer service. Attendance in the Edinburgh office is required approximately 50% of the time. ResponsibilitiesAct as the first point of contact for IT support queries via phone, email, chat, and walk-up support.Log, manage, and progress incidents and service requests through to resolution.Troubleshoot and resolve first-line technical issues wherever possible.Escalate more complex issues to appropriate resolver groups.Keep users informed of progress and expected resolution times.Ensure tickets are managed in line with agreed service levels.Perform user onboarding and offboarding activities.Assist with hardware deployment, desktop support, and software installations.Contribute to knowledge articles and support documentation.Collaborate with colleagues across the wider Technology team.Support project and change activities where required.Essential SkillsPrevious experience in a Service Desk, IT Support, Helpdesk or Technical Support role.Strong customer service and communication skills.experience using ticketing or IT Service Management (ITSM) tools.Understanding of Microsoft Windows desktop environments.Working knowledge of Microsoft 365 products including Outlook, Teams, SharePoint, and Office applications.Ability to diagnose and resolve common end-user IT issues.Strong organisational skills and attention to detail.Ability to work independently and as part of a team.Additional Skills & Qualificationsexperience supporting Azure / Entra ID environments.Familiarity with remote desktop and virtual desktop technologies.experience with VMware Horizon.Understanding of ITIL principles.SDI Service Desk Analyst certification.experience within a regulated financial services environment.Proactive attitude and strong problem-solving skills.Customer-focused mindset.Reliable and organised.Comfortable working in a fast-paced support environment.Keen to learn and develop technical skills.Collaborative team player with excellent interpersonal skills.Why Work Here? This position offers a great opportunity for professional growth within a large enterprise environment, where you can enhance your technical skills and contribute to impactful projects. Enjoy a supportive work culture that values collaboration and continuous learning. Work Environment The role requires working both remotely and on-site in Edinburgh, with office attendance approximately 50% of the time. The work environment is fast-paced and involves using technologies such as Microsoft 365, Windows, ITSM tools, Azure, and VMware. A professional dress code is expected during office visits.Location Edinburgh, UKTrading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at https://www.allegisgroup.com/en-gb/privacy-notices.To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to https://www.allegisgroup.com/en-gb/privacy-notices.We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice at https://www.allegisgroup.com/en-gb/privacy-notices for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. If you are resident in the UK, EEA or Switzerland, we will process any access request you make in accordance with our commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.TPBN1_UKTJ