Service Desk Analyst

  • Location
    Balerno, City Of Edinburgh
  • Job type
  • Industry
  • External Reference
  • Category
    IT - Helpdesk, Technical Support

Our client based in Edinburgh is one of the largest Financial Services organisations in the UK and they have a fantastic opportunity within their Service Desk for an ambitious 1st Line Service Desk Analyst to join them ASAP.

You will be working from their offices in Edinburgh twice per week with the rest from home covering a rotating shift pattern Monday to Friday between the hours of 6am - 9pm and Saturday 8am - 2pm (Saturday approx. once every 5 weeks)

You will be an employee of Ajilon (Part of the Adecco Group) on a long term/ongoing assignment while being rewarded with an annual salary, paid leave and a host of other benefits!

Location: Edinburgh - EH3 postcode

Interviews & Start Date: ASAP but will wait for anyone with a 4 week notice.


  • Prior experience working within a fast paced first line service desk role

  • Will have exposure to the likes of Remedy/Active Directory/Jira/Service Now or other ticketing tools

  • Excellent telephone manner is essential, as is the focus for delivering quality customer service

  • Highly organised with a strong and fun personality and a true team player is important

  • Prior experience working within a large corporate or Retail environment is preferred but not essential

  • Prior experience working towards SLA's


The Service Desk Analyst will join a fun current team who manage inbound calls from internal teams and management relating to a variety of issues, anything from a password reset to more complex issues. These calls are received across our business units and will need you to resolve and escalate first line technical issues whilst delivering a first class customer service experience.

Duties may include:

  • Answering calls in a timely manner and providing consistently excellent customer services

  • Performing initial triage on all issues and aiming to resolve issues on the initial call

  • Logging detailed and accurate information into the call management system

  • Providing clear and professional verbal and written communication at all times

  • Efficiently handling incoming technical support incidents, requests and changes where possible

  • Escalating tickets as necessary

**Ajilon Consultant**

You will be an integral part of Ajilon (Adecco), a FTSE500 Global organisation with over 52 clients and sole supplier to the biggest organisations in the country and the world. You will be an employee onsite with our client where you will receive an annual salary paid on a monthly basis, pension contributions and holiday pay, plus a number of additional benefits such as medical insurance, income protection, critical illness and life insurance and access to our discounted benefits website.

This great opportunity is being offered on a PAYE basis which means a LTD/Umbrella company cannot be used.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Aida Veizaj