IT Service Desk Analyst – ON-SITE

Job Overview

logoIT Service Desk Analyst
Full Time – Edinburgh
Welcome to a very different kind of law firm. One that recognises its success is down to its people. Where you can relax and be yourself. Be inspired by your talented work colleagues. Where you’ll feel part of a dynamic team. Where, right from the start, you will be trusted with responsibility. This is what a rewarding career looks like at Thorntons.
What to expectAt Thorntons, our IT team is the backbone of our success, ensuring our legal and business professionals have the technology, security, and support they need to deliver exceptional service to our clients. In an industry where confidentiality, precision, and efficiency are paramount, our IT team goes beyond traditional tech support—they innovate, safeguard, and optimise systems across the firm.
As a Service Desk Analyst, you’ll provide technical support and ensure smooth resolution of software, hardware, and network issues. You’ll play a vital role in maintaining productivity across the organization by managing incidents and service requests, delivering swift, effective support to end-users, and collaborating closely with IT colleagues to resolve complex issues.
Key Responsibilities and Impact:Log, prioritise, and categorise incidents and service requests through our ticketing systemProgressing tickets, ensuring timely resolution aligned with service level agreements (SLA) and minimizes downtime for users.Provide technical support for software, hardware, and network issues, offering assistance via phone, email, and in person to maintain operational continuity across the business.Support account management tasks, such as creating and modifying user accounts, resetting passwords, and managing access permissions following security protocols.Escalate complex issues to wider support teams or external vendors, ensuring seamless resolution for users and learning from each case.Document troubleshooting steps and solutions to ensure central knowledge base is maintained and knowledge sharing encouraged.Promote IT security best practices and support hardware and software inventory management, enhancing the team’s ability to provide reliable, secure support.Provide on-call support on a rotational basis.Providing Ad-hoc support on internal projects
Key Attributes and Skills:Effective Time Management –skilled at prioritising tasks and meeting deadlines, ensuring timely, accurate support to each request.Attention to Detail – Accuracy in documentationCommunication Skills – Strong communication and interpersonal skills enable you to understand user needs, explain technical solutions clearly, and build positive relationships with clients, suppliers, and colleagues.Adaptability and Initiative – In the fast-paced world of IT support, you are flexible, proactive, and willing to adapt to changing needs and challenges.Ownership and Continuous Improvement – You take initiative and ownership of tasks, always looking for ways to improve support processes and user satisfaction.Proactive, efficient, and thrives on solving problems with empathy and a user-focused approach.
Technical Proficiencies:Proficiency in Windows and knowledge of Microsoft Office 365, Exchange, Azure, and Active Directory.Familiarity with networking fundamentals and remote support tools.Experience with ticketing systems and knowledge of ITIL processes and frameworks.Familiarity with MDM solutions, security protocols, hardware maintenance (updating firmware, drivers, BIOS), and virtualization platforms.Knowledge of enterprise software and cloud-based solutions to provide support across diverse business applications.
Doing What’s RightA great working environment is the first thing you’ll notice. One where you’ll be inspired and supported by your colleagues. Where we’ll help you achieve what you want from your career. Where you can have both flexibility and connection with our supportive culture. Where you are valued. Where your voice is heard and you can make a difference through our employee network groups.
As your employerOur benefits package goes well beyond competitive remuneration and we recognise and reward your hard work – learn more at rewarding you
For your Health and WellbeingOur Healthcare Cash Plan covers things like dental, optical, physiotherapy, chiropody, therapy and health screening needs. Our mental health first aiders and access to a 24-hour counselling line provide support for your mental and emotional wellbeing.
For your FamilyWe offer sector-leading family-friendly policies and flexible working arrangements to help you enjoy the best possible work-life balance. Our inclusive policies include fully paid maternity, adoption or shared parental leave of 26 weeks, followed by 13 weeks on half pay and a phased return to work on full pay, as well as 12 weeks fully paid partner or paternity leave. We also offer paid leave for, assisted conception and IVF treatment, and for colleagues who experience loss.
Embracing Diversity and InclusionWe strongly believe in a diverse and inclusive working environment: one that does not tolerate any form of discrimination at any level. We value a truly diverse workforce: we are all equally different. We celebrate our individuality: from gender, sexual orientation, ethnicity, faith to life experience, we know our differences make us stronger, together.
For our CommunityWe’re proud to be part of the communities we serve across Scotland, that’s why we actively engage with charities that support them. From our annual Charity Wills campaign to regular fundraising and volunteering opportunities, our colleagues give back to communities with skills and advocacy as well as funds.
Application closing date: 26 January 2025Apply online today!

Job Detail
Shortlist Never pay anyone for job application test or interview.

Related Jobs (844)

Safety Information

  • Safety Tips For Candidate

    DYOR.

  • Safety Tips For Candidate

    Always check the employer\'s offer.