Service Desk Analyst

2 days ago


Edinburgh, United Kingdom Lorien Full time
  • Service Desk Analyst - Windows 11
  • Edinburgh - Onsite 5 days a week
  • 3 month contract - Start Date 13th Jan
  • Hours - 14:00 - 22:00
  • £22.00 - £24.00 per hour


We are seeking a highly skilled and customer-focused IT Engineer to join our Service Desk team. The successful candidate will provide expert support for Windows 11 end-user devices, delivering exceptional customer experiences while resolving technical issues efficiently. This role requires strong communication skills, technical expertise up to second/third-line support, and the ability to work under pressure in a fast-paced environment.


Key Responsibilities:

  • Serve as the primary point of contact for customers requiring technical support for Windows 11 devices.
  • Diagnose, troubleshoot, and resolve complex hardware, software, and configuration issues, escalating where necessary.
  • Deliver outstanding customer service, ensuring users feel at ease and confident in the support provided.
  • Maintain accurate records of incidents, resolutions, and updates using the ticketing system.
  • Collaborate with other teams to implement and improve support processes and knowledge base resources.
  • Stay current with Windows 11 updates, best practices, and new features to deliver effective support.


Required Skills and Experience:

  • Proven experience in supporting Windows 11 in a service desk environment.
  • Proficiency in troubleshooting end-user device issues, including hardware, drivers, networking, and software.
  • Excellent customer communication and interpersonal skills.
  • Strong problem-solving ability, with a methodical and patient approach to technical challenges.
  • Familiarity with ITIL processes and service desk tools.
  • Ability to work independently and as part of a team to deliver high-quality support.

If you are available and interested please apply today



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