Service Desk Analyst

Service Desk Analyst

Glasgow | Salary negotiable | Permanent

Published: 01.08.25 Ref: BBBH51916_1754035090

We're working with a well respected global business to help them grow their evening IT Service Desk team in Glasgow. This is a great opportunity for someone who enjoys solving tech issues, thrives on providing great service, and wants a clear path to progress within a large IT function.

You'll be the first line of support for staff across the UK and internationally, mostly through tickets and calls, with a bit of project work too (especially during quieter hours). You'll be joining a collaborative team with great structure and support, including senior analysts on shift with you.

The Role

You'll be providing end to end support across hardware, software, and user admin, with tools like ServiceNow, Office 365, Active Directory and Windows. The role is based on a weekly rotating evening shift pattern between 12pm and midnight, Monday to Friday.

Hybrid working is standard (two days in office), but there's flexibility around public transport or shift times. It's a supportive setup, ideal if you're looking to settle into a long term role with development options.

What You'll Bring

You'll have some experience in an IT support environment and a strong sense of customer service. You don't need deep technical knowledge, the team can teach you the hardware side, but you do need to be calm, clear, and confident when talking users through fixes. If you've used tools like ServiceNow or supported remote access, that's a bonus.

What's in it for You?

  • 25 days holiday + public holidays

  • Matched pension up to 8%

  • 5% shift allowance on top of base salary

  • Supportive and well structured team

  • Career progression senior analyst roles or specialist areas (network, security, etc.)

  • Training and certification support available

The Process

It's a two stage interview process, one virtual, one in person. They're keen to move quickly and can accommodate a notice period for the right person.

If you're looking for a solid IT support role with a long term future, we'd love to hear from you. Apply now or get in touch with Lewis at Cathcart Technology for a chat.

Skills
Service Desk IT Support 1st Line First Line ITIL ServiceNow O365 Office 365 Active Directory Hardware Windows10
Tips

We can help you prepare interviews and offer some great tips to help candidates get the best possible start.

Process

Before we assess a candidate and put them forward, we’ll do a phone interview to get a better understanding of the type you’re looking for, your goals and plans.

Preparation

We know exacly what employers are looking, especially our clients, because they told us. We can help you prepare for the interview and shape up for meeting their team.

Branding

Personal branding is a term you may or may not be familiar with. In our connected world, it pays to be fully prepared for what happens when employees search your name.

Our clients

Candidates

He stood out in a world of poorly informed, unreliable and frankly annoying recruiters as a breath of fresh air.

Data Scientist – Manchester

Never have a I met a recruiter like him, who embeds himself in the community so thoroughly in a way that could only be genuine. From our conversations, he has shown an understanding of the industry I would expect from a local CTO.

MI Analyst – Bolton

I’ve never written a recommendation for a recruiter before, so it must show how impressed I am!

Software Developer – Northampton

Compared to other recruiters I have worked with she seemed genuinely interested in helping me with my job search rather than just fulfilling quotas.

Software Developer – Lincoln

He is the most honest, thorough and experienced recruitment consultant I have ever dealt with. If he can’t help you, he’ll tell you rather than spinning a yarn and putting you forward for jobs that aren’t suitable.

Technical Author – Edinburgh

It was a breath of fresh air – She is professional and approachable and will be there to help you every step of the way. Other recruiters give you the hard sell and the ‘best friend routine’ to get you on board and then just leave you guessing, but not here… She’s the real deal

Solutions Architect – Glasgow

THE BEST test recruiter I’ve had the pleasure of working with, from start to finish. She provided me with training resources and is an organiser and participant in testing events. She really has taken the time to fully understand the testing principles.

Test Analyst – Aberdeen

Equal parts friendly and professional, never once coming across as simply going through the motions and made the whole thing as painless as possible for all parties

Software Developer – Glasgow

A friend looking after me, that’s how I felt. His friendly character made the whole process way easier and enjoyable, he also managed to get me one of the most interesting work opportunities. I’m really glad our paths have crossed.

Software Engineer - Edinburgh

He goes out of his way to ensure you are prepared for your interview and I particularly appreciated his professional no nonsense approach to working with me to find a new position.

Infrastructure Architect – Glasgow

I have had dealings with the majority of recruitment agencies in this country and beyond. He really stands out from the crowd and the IT industry would benefit from more people like him.

Software Developer – Glasgow

She was friendly, communicative and informative, talked me through the process and gave me good advice at every stage.

Software Engineer – Manchester

Absolutely fantastic throughout my interview process, and I cannot recommend him highly enough! First of all, he is an absolutely brilliant communicator and extremely reliable. On top of all of his brilliant recruitment skills, it was amazing to see how genuinely excited he was for me when I received my offer. This truly conveyed to me how much he cares about his clients.

Software Engineer – Edinburgh

She even was able to help get a firmer offer as I was offered two roles on the same day. I felt she went over and above to get the best offer she could for me without selling myself short.

QA Engineer – Glasgow

I can say with total sincerity I’ve never dealt with a more professional, knowledgeable and personable recruitment firm in fifteen years of contracting. They helped my wife and I relocate to Edinburgh with our five month old son and it’s in no small part to their tips and recommendations that we’ve settled in so quickly.

Transformation Consultant – Leeds