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# IT Service Desk Analyst

- **Company:** DGH Recruitment
- **Location:** Glasgow, UK
- **Contract:** Temporary contract
- **Skills:** Active Directory, Issue Tracking Systems, Microsoft Solutions Framework, Citrix Systems, NT File System (NTFS), Office365
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815458867-it-service-desk-analyst

## About the Role

* Strong work ethic with a keen attention to detail.
 * Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
 * Provides exceptional customer service by actively listening, showing empathy, and paying.
 * Proactively follows up on problems and anticipates customer concerns.
 * A good understanding and working knowledge of Microsoft solutions, including - but not limited to - Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies, NTFS share permissions.
 * A good understanding of supporting end users within Citrix environments.

## Description

* Provide end-user IT assistance on all core desktop applications and technologies.
 * Assist the Service Desk Delivery Manager in the triage of tickets, including:
 * Serving as the end-user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.
 * Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.
 * Prioritise service incidents and tickets to the Service Desk Analysts following established procedures - including assigning tickets to the appropriate team member based on their expertise, workload, and location.
 * Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.
 * Ensure customer satisfaction through continuous status updates and information sharing.
 * Ensure problem descriptions and resolutions are accurate in our ITSM solution.


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