Senior Information Technology Support Analyst

Senior Technology Support Analyst

Location: Edinburgh or Glasgow (Office-based with hybrid working)

Salary: 34,000 - 38,000 (dependent on experience)

Contract: Full-time, Permanent

We are seeking an experienced Senior Technology Support Analyst to join a busy and collaborative IT function within a well-established organisation. This role is key to delivering high-quality 1st and 2nd line support, ensuring users receive a responsive, efficient, and professional service.

Working as part of an internal Service Desk team, you will provide hands-on support across a Microsoft-focused environment while also offering guidance and mentoring to junior team members. You will play an important role in maintaining day-to-day IT operations and contributing to ongoing service improvements.

Key responsibilities

• Provide 1st and 2nd line technical support via phone, email, collaboration tools, and face-to-face.
• Support and mentor junior analysts, promoting best practice and effective ways of working.
• Manage and prioritise ticket queues to ensure SLAs are met.
• Escalate issues to internal teams or third-party suppliers where appropriate.
• Carry out routine system checks and maintenance activities.
• Support end-user technology, including setup and deployment of laptops, desktops, and mobile devices.
• Maintain accurate asset records in line with internal processes.
• Ensure compliance with IT policies, security standards, and service management processes.
• Keep clear and accurate records within the service desk system.
• Assist with technology rollouts, upgrades, and occasional site visits.
• Create and maintain user guides, knowledge base content, and technical documentation.
• Collaborate with colleagues across the business to improve IT service delivery.

Required experience

• Previous experience in an IT Support or Service Desk role (minimum 2 years)
• Strong knowledge of Microsoft Windows environments.
• Experience supporting Microsoft 365 applications and services.
• Exposure to cloud platforms such as Microsoft Azure.
• Experience working with end-user hardware and device support.
• Strong troubleshooting and problem-solving skills.
• Familiarity with structured IT service processes (e.g. ITIL).

Skills & attributes

• Strong customer service focus with a proactive approach
• Clear and effective communication skills
• Ability to manage and prioritise a varied workload
• Comfortable working both independently and within a team
• Strong interpersonal skills with the ability to engage a range of stakeholders
• Positive attitude and willingness to learn
• Well organised with good attention to detail

Additional information

This role is based in Edinburgh or Glasgow, with an expectation to work primarily from the office (typically 4 days per week) and flexibility to work remotely 1 day per week.

Standard working hours are Monday to Friday, with some flexibility available.

Occasional travel to other sites may be required.

A valid UK driving licence and access to a vehicle is required.

This is a great opportunity for a Senior Technology Support Analyst looking to take on a varied role that combines hands-on support with team collaboration and continuous improvement in a dynamic IT environment.