Job Description

Trainee IT Service Desk Analyst

Application Deadline: 15 April 2026

Department: IT

Employment Type: Full Time

Location: Scotland East

In this front-line role, you’ll be the first point of contact for IT incidents and service requests—whether via email, phone, or in person for Edinburgh-based colleagues. From resolving first-line support queries to handling operational tasks like user account management, permission changes, and hardware builds, you’ll be central to keeping our systems and people working efficiently.

This is an ideal opportunity for someone who thrives under pressure, enjoys problem-solving, and knows how to prioritise effectively in a fast-paced environment. If you’re calm under pressure, solution-oriented, and ready to take ownership of IT issues, we’d love to hear from you.

Key Responsibilities

• Act as part of the team responsible for fielding all IT incidents and service requests from staff across the business.
• Help the team meet and exceed IT service level agreements (SLAs), with the Service Desk playing a central role in this goal.
• Work on a rota basis, covering:

1. Incoming phone calls
2. Email requests
3. Other operational duties such as provisioning new user accounts or adjusting access permissions

• Provide first-line support across a variety of technology platforms and applications, escalating issues to other teams when necessary.
• Collaborate with colleagues across the IT department on complex problems, ensuring effective communication at all levels.
• Contribute to IT projects when additional support is needed from the wider team.

Skills, Knowledge and Expertise

• Strong customer service skills
• Experience of working as a team in on an IT Service Desk
• Clear and strong communicator, both in person, over the phone and e-mail
• Client computing support skills and experience in Windows 10 and Microsoft 365
• ITIL Foundation certification an advantage, however not essential
• Support experience of mobile and tablet computing (Android) an advantage, however not essential

Benefits