IT Service Desk Analyst - Edinburgh

We are seeking an experienced and proactive IT Service Desk Analyst to join our dynamic IT Department based in Edinburgh.

Anderson Strathern is a modern, innovative law firm. We’re proud of our history but firmly focussed on an exciting future, one that embraces technology and smarter ways of working. We’re independent, and proudly so.

As Investors in People and Investors in Young People Gold award holders, we will provide you with comprehensive training and support.

In this role, you will serve as a key member of the team that acts as the first point of contact for all IT-related requests and incidents. You will provide 1st and 2nd line support across a wide range of systems and technologies, including laptops, printers, software applications, and mobile devices.

Although primarily based in our Edinburgh office, occasional travel to other offices may be required.

As a IT Service Desk Analyst, you will be expected to

• Act as the first-line response for IT support requests and incidents.
• Prioritise, and manage Service Desk calls to resolution.
• Investigate and troubleshoot issues, escalating where necessary.
• Communicate effectively with users to provide updates and support in non-technical language.
• Create and manage user accounts across various systems.
• Monitor and release quarantined emails via mail sweeping tools.
• Support the setup and maintenance of remote working environments.

• Develop and maintain clear and up-to-date Service Desk documentation. Technologies and Tools Supported

• Dell Laptops
• Windows 11 Operating System
• Microsoft 365 Suite
• Two-Factor Authentication tools
• BigHand Digital Dictation system
• iManage Work10 (Document Management System)
• iOS Mobile Devices

• A minimum of 12 months of IT Support or Service Desk experience, preferably in the Legal, Financial, or Professional Services sectors.
• Strong working knowledge of Microsoft Windows OS and Microsoft Office applications.
• Good understanding of audio/visual equipment and technologies.
• Excellent problem-solving skills and a continuous improvement mindset.
• Strong communication and interpersonal skills with the ability to explain technical concepts in layman’s terms.
• A proactive approach to IT security and user support.
• A flexible, team-oriented attitude and willingness to assist across a broad range of tasks.
• A full UK driving licence is preferred but not essential.

• On-going career development and progression opportunities
• Supportive and collaborative team culture and work environment
• A competitive salary and benefits package Anderson Strathern is an equal opportunities employer. Our policy is to recruit, develop, nurture and retain a diverse workforce following the guidelines of the Equality Act 2010.