Analyst, Enterprise Service Desk
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Before you apply
LocationEdinburgh, Scotland, United Kingdom
Work modehybrid
SeniorityMid
Experience3+ yrs
DepartmentEnterprise Service Desk-Financial Services
Company size501–1,000 people
PostedSep 30, 2026 · 1mo ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Minimum 3 years' experience working in IT roles demonstrating excellent customer service and support
Experience working directly with end users on a daily basis
Passion to deliver superior customer experience and technology
Provide best in class technical support primarily via phone and email
Effectively communicate with both clients and peers ensuring timely responses
Record all work activities in a timesheet in ConnectWise ticketing system
Multi-task client issues when applicable
Document technical issues and escalate to appropriate SME team
Meet minimum standard for personal key performance indicators
Contribute to overall success of team mandated goals and KPIs
Incredible sense of pride and passion for work and desire to help teammates
Neat, organised, energetic, and show initiative
Support and provide expertise of evolving Microsoft 365 suite
Self-learning and self-training new products and services
Experience with advanced hardware troubleshooting and installation of core Networking equipment
Create/Manage Active Directory accounts, groups & permissions
Duo Security and other two factor authentication applications
Microsoft 365
Microsoft Entra/Azure Active Directory/Intune
Troubleshoot hardware (video cards, USB & peripheral devices, drivers)
Understanding of Networking fundamentals
VMware vSphere administration
Install, configure & manage print queues
Troubleshoot DNS, DHCP and TCP/IP issues
Experience administering Windows 10/11 and Server 2012 and above
Great attitude, team player always willing to pitch in and take on new tasks
Proactive/flexible nature
Ability to learn new technologies and systems quickly
Experience managing or working in a multi-tenant environment
Experience working in Financial services and/or MSP space
Microsoft certified
Ability to work through issues methodically
Basic experience with policy management (Group Policy & Intune)
Experience in support Mac OS X devices
Relevant professional qualifications a plus
Occasional travel
Flexible regarding duties and hours of work, occasional work out of hours
Amenable to occasional travel
Must be flexible regarding duties and hours of work
Background check after offer, positive result required
Reference and DBS check may be requested at final stage
Skills
Active Directory
Duo Security
Microsoft 365
Microsoft Entra
Azure Active Directory
Intune
VMware vSphere
Windows 10
Windows 11
Windows Server 2012
DNS
DHCP
TCP/IP
Group Policy
Mac OS X
ConnectWise
Benefits
Generous annual leave
Gym discount
Life insurance
Travel insurance
Confidential counselling
Competitive compensation
Pension scheme
Company events
Private medical insurance
Dental insurance
Job Summary
A unique opportunity to join and grow within a leading technology provider, serving the financial services sector. You will be the client’s first point of contact, responding to service requests and incidents, where appropriate escalating to the relevant teams. Your role’s primary focus will be providing remote support to our clients. This position requires a high level of professionalism while performing daily support tasks as required. Experience working directly with end users on a daily basis along with a passion to deliver superior customer experience and technology is required.
Responsibilities
Responsibilities (including but not limited to the following as required):
•
Provide best in class technical support to our clients primarily via phone and email but on occasions also onsite at client offices.
•
Effectively communicate with both clients and peers ensuring timely responses.
•
Record all work activities in a timesheet in our ticketing system (ConnectWise).
•
Must be able to multi-task client issues when applicable.
•
Document technical issues and take ownership of escalating issues to the appropriate SME team.
•
Must be amenable to occasional travel.
•
Must meet the minimum standard for personal key performance indicators.
•
Must contribute to the overall success of team mandated goals and key performance indicators.
•
Must be flexible regarding duties and hours of work, there will be occasional requirements to work out of hours for client onboardings and other project work.
Proficiencies:
•
Incredible sense of pride and passion for what you do and a desire to help your teammates.
•
Must be neat, organised, energetic, and show initiative.
•
Support and provide expertise of the evolving Microsoft 365 suite of products, self-learning and self-training new products and services when applicable.
•
Experience with advanced hardware troubleshooting and the installation of core Networking equipment.
Technical Skills:
•
Create/Manage Active Directory accounts, groups & permissions.
•
Duo Security and other two factor authentication applications.
•
Microsoft 365.
•
Microsoft Entra/Azure Active Directory/Intune.
•
Troubleshoot hardware (video cards, USB & peripheral devices, and drivers, etc.).
•
Understanding of Networking fundamentals.
•
VMware vSphere administration.
•
Install, configure & manage print queues.
•
Troubleshoot DNS, DHCP and TCP/IP issues.
•
Experience administering Windows 10/11 and Server 2012 and above.
•
Experience administering Windows Server 2012 and above.
Nice to Haves:
•
Ability to learn new technologies and systems quickly.
•
Experience managing or working in a multi-tenant environment.
•
Experience working in Financial services and/or MSP space.
•
Microsoft certified.
•
Ability to work through issues methodically.
•
Basic experience with policy management (Group Policy & Intune).
•
Experience in support Mac OS X devices.
Qualifications:
•
Minimum 3 years’ experience working in IT roles demonstrating excellent customer service and support.
•
Relevant professional qualifications a plus
•
Great attitude, team player always willing to pitch in and take on new tasks
•
Proactive/flexible nature
What you can Expect:
•
Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
•
Gym discount
•
Life insurance
•
Comprehensive travel insurance for you and your family in line with scheme rules
•
Confidential well-being and counselling support
•
Competitive Compensation
•
Contributory pension scheme
•
Company events
•
Private Medical and Dental Insurance
You’ll love this job if:
•
You are highly STRATEGIC: You are always looking for opportunities to produce the best work output with the most efficiency
•
You are extremely ORGANISED: You are not overwhelmed by the thought of tackling multiple tasks simultaneously.
•
You are DETAIL ORIENTED: You appreciate the importance of having detailed and precise information.
•
You are a strong COMMUNICATOR: You are a people person and collaborate well with others.
•
You are AGILE: You adapt well to changing needs and priorities and are able to pivot easily to achieve goals and deadlines.
•
You are PASSIONATE: about your work and support the people at this company.
Polite Notice to Recruitment Agencies: We are recruiting for this role directly, but we do have a preferred supplier list of valued recruitment partners who support us when we need a little extra help. If you are not one of our preferred recruitment partners, we won’t accept your CV introductions or grant any candidate ownership to any introductions that you make.
Legal
Abacus Information Technology Limited is an equal opportunities employer. We value diversity and promote equality across our business. The terminology used in this advert is not intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. Therefore, we welcome qualified applicants applications from all sections of society and are always happy to discuss reasonable adjustments and / or additional arrangements as required to support your application.
This role may be subject to a background check after an employment offer has been made, and final employment will be subject to a positive result; in addition, a reference and DBS check may be requested at the final stage of the process.