IT Help Desk

www.thetechrecruiter.ai are delighted to be supporting a well-established educational institution in Central Edinburgh as they look to hire an IT Helpdesk Analyst to join their growing IT Support team.

This is an onsite role, providing hands-on technical support across a diverse user community. You'll handle 1st and 2nd line issues, own tickets through to resolution, and play an active role in a range of IT projects involving hardware, software, networking, and AV technologies.

What You'll Be Doing

• Delivering responsive IT support via phone, email, tickets and face-to-face
• Providing high-quality 1st & 2nd line support with a strong customer-service focus
• Supporting multiple OS environments: macOS, Windows 11, iPadOS
• Working with key platforms including:
• Microsoft 365, Entra ID, Google Workspace, Active Directory, Wi-Fi, Antivirus
• Using deployment and device-management tools (JAMF, Intune)
• Handling Service Desk tasks including onboarding and service requests
• Updating internal knowledge base documentation (FAQs, guides, common issues)
• Planning and performing maintenance across hardware, software, and services
• Liaising with stakeholders and conducting out-of-hours work when needed
• Escalating issues appropriately to protect service quality and minimise downtime

Do you have experience in IT support?, * Experience in a busy, customer-focused IT support environment

• Background supporting Windows, macOS and ChromeOS/Linux devices
• Knowledge of JAMF, Intune, Autopilot or similar deployment tools
• Experience administering Active Directory
• Strong communication skills across all channels
• Solid troubleshooting and problem-solving ability
• Highly organised and calm under pressure
• A proactive, service-driven mindset
• Flexibility to support changing priorities and occasional overtime