1st Line Help Desk Support

1st Line Help Desk Support - 5-days a week in Edinburgh Ideal for early career (1/2 years experience) 1st Line Help Desk Support to join our Digital Services team in Edinburgh. If you enjoy helping people, solving problems and learning new technologies, this role will give you hands‑on experience across a wide range of systems while building a strong foundation for your future in IT. As part of our Service Desk, you’ll be the first point of contact for IT requests and incidents - supporting laptops, mobile devices, software applications and core business systems. You’ll learn how to troubleshoot issues, manage tickets, communicate clearly with users, and work across both 1st and 2nd line support. You’ll also gain exposure to account management, remote working tools, documentation, and modern workplace technologies. This role is based in our Edinburgh office, 5 days a week, with occasional travel to other offices when required; ideally suited to someone who is early career with 1-2 years experience. What you’ll be doing Handling IT support requests as the first point of contactManaging and prioritising Service Desk tickets through to resolutionTroubleshooting technical issues and escalating when neededCommunicating clearly with users in a friendly, non‑technical wayCreating and managing user accounts across multiple systemsMonitoring and releasing quarantined emailsSupporting remote working setupsKeeping Service Desk documentation clear and up to date Tech you’ll work with Dell laptopsWindows 11Microsoft 365Multi‑Factor Authentication toolsBigHand digital dictationiManage Work10 (DMS)iOS mobile devices I look forward to speaking to you further.