indeed
IT Support Analyst
The Royal Household
Edinburgh, GBR
Full-time
Entry
Onsite
Discovered 3 days ago
IT supportFirst-line telephone supportSecond-line deskside supportAccess controlMicrosoft toolsComputer terminology
Role Overview
Entry-level IT Support Analyst role offering practical exposure to user support, hardware, software, and core IT infrastructure.
The role includes first-line telephone support, second-line deskside support, and access control analyst duties.
Key Skills for This Role
IT supportFirst-line telephone supportSecond-line deskside supportAccess controlMicrosoft toolsComputer terminology
Full Job Posting
Role overview
Entry-level IT Support Analyst role offering practical exposure to user support, hardware, software, and core IT infrastructure.
The role includes first-line telephone support, second-line deskside support, and access control analyst duties.
Day-to-day work
- Respond to user queries, investigate issues, and resolve problems to minimise disruption.
- Share useful insights and provide basic user training to reduce repeat incidents.
- Maintain accurate ticket records and flag recurring trends for improvement.
- Triage and diagnose complex issues, escalate when appropriate, and keep users informed.
- Install, configure, and maintain systems, applications, and peripheral devices.
About you
- Basic understanding of Microsoft tools and computer terminology; an IT qualification is not required to apply.
- Interest in technology, willingness to learn, clear communication, and a customer-focused approach.
- Curiosity, resilience, initiative, collaboration, adaptability, organisation, and attention to detail.
Work location and arrangements
- Primary workplace is the Palace of Holyrood House, with occasional travel throughout the UK.
- Work is in person; flexible home-working arrangements are available after probation, with hybrid options discussed to suit role requirements.
Support hours
- Support operates 08:00–18:00 Monday to Friday and 09:00–15:00 on weekends.
- A rota covers early and late weekday shifts and weekend work, typically one weekend in eight.
Benefits and development
- Training and support are provided, with an opportunity to pursue formal training after settling into the role.
- Benefits include 25 days’ annual leave rising to 30 days with service, bank holidays, a non-contributory pension, and complimentary on-site lunch.
- Other benefits include leave options, wellbeing support, retail discounts, and complimentary admission tickets.
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