Customer Service / Service Desk Support

Reed Technology is proud to be partnering with a prestigious telecom network provider based in Edinburgh, currently seeking to expand their IT team with the addition of a skilled Customer Service / Service Desk Support Analyst.

This is a 6-month Fixed-Term Contract (FTC), operating on a hybrid working model (2–3 days per week in the office).

Responsibilities:

• Join an established Service Desk team to support clients by handling service requests via tickets, phone calls, and emails.
• Deliver efficient and professional first-line support, ensuring timely resolution or escalation of issues.
• Accurately log and manage incidents and service requests in accordance with standard operating procedures and defined SLAs.
• Triage and categorize incidents appropriately to ensure effective prioritization and resolution.
• Collaborate closely with internal IT teams to resolve issues related to internally hosted platforms and systems.
• Act as point of contact with external technology providers to report, track, and progress ongoing technical issues.

Requirements:

• Previous experience working in an ITIL-based Service Desk environment.
• Strong communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical users.
• A customer-first mindset with a commitment to delivering outstanding service.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Benefits:

• 6-month Fixed-Term Contract
• £24,000 per annum (pro rata)
• Hybrid working model (2–3 days per week in the office).