IT Service Desk Analyst

Summary
About CT:
At CT we are driven by our purpose: The Joy of Helping Others Succeed, and our values and behaviours which shape who we are and how we work together. These principles guide the way we interact with clients, collaborate as teams, and contribute to the success of our business. This applies to clients and colleagues alike. We focus on achieving potential and developing ourselves. We are growing and embrace opportunity and innovation – you will too.

The team:
CT brings together more than 180 specialists providing a wide range of high-quality professional services. Our IT team of 4 is working within our Edinburgh Office to support our wider teams working remotely throughout the UK and further afield

At CT, the success of our business is founded on being able to recruit the best people, who share our purpose and values and are driven to make a positive impact. As a result, we are recognised as a firm that creates real and lasting value for our people and clients, and we will provide you with opportunities to drive change and make a difference.

The Role
What you will do:
The main duties of the role include but are not limited to:

• Provide first-line technical support to internal and external users, acting as the first point of contact for IT-related issues and requests.
• Assist IT Managers with the day-to-day management of support tickets and service levels to ensure client satisfaction and timely resolution.
• Take responsibility for managing and resolving more complex support incidents, escalating when necessary and offering recommendations on recurring technical issues.
• Begin to take ownership of a small set of business units or departments as a dedicated support point, with guidance and support from senior team members.
• Coach and mentor junior members of the service desk team, fostering knowledge sharing and skills development.

Ensure service level agreements (SLAs) and deadlines are met by coordinating with other IT teams and stakeholders as needed.

Your profile
What we are looking for:

• A strong alignment with our purpose and values, especially a commitment to delivering excellent IT support and service.
• The ability to Deliver and Support effectively.
• Relevant IT certifications or equivalent hands-on experience in a service desk environment.
• Strong organisational and time management skills, with the ability to work under pressure and meet service deadlines.
• A growth mindset with a passion for continuous learning and professional development.

How To Apply
How to apply:
Please apply using the link below, where you will be asked to fill out a short form online.

We will require applicants to submit their CV and a short covering letter detailing what makes you a suitable candidate for this role and including your salary expectations and your notice period where applicable.

At CT, we believe in the power of different perspectives and diverse talents. CT is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

About Us
'The joy of helping others succeed'
That's our purpose as an organisation, and it applies to clients and colleagues alike. We focus on achieving potential, developing ourselves and delivering as best we can. We're growing, and embrace opportunity and innovation – you will too, and enjoy building your skills and experience.

CT is a very forward-thinking professional services business, so we provide things like tax, audit and accountancy services but also cutting-edge data solutions, high-quality business advice and SaaS. We work across the whole range of people who need our services, so you'll be coming up with new ideas for different audiences frequently.

Location
We have offices in Edinburgh, Glasgow and Inverness. We work fully dynamically, meaning that our team are trusted to work where suits the situation best. There's no mandatory time in the office, but you will need to come in regularly for meetings and events.