Helpdesk Analyst

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*Overview* We are seeking a dedicated Help Desk Analyst to provide comprehensive technical support within our organisation on a 12 month fixed term contract. The successful candidate will be responsible for assisting users with a wide range of IT issues, ensuring smooth operation of hardware and software systems. This role offers an excellent opportunity for individuals with a strong foundation in computer networking, operating systems, and customer service to develop their careers in a dynamic environment. As a Helpdesk Analyst, you will be the first point of contact for IT support requests. You will diagnose and resolve common technical issues, log and manage support tickets, and ensure users receive timely and effective assistance. You will work closely with the wider IT team, escalating complex issues where necessary while maintaining excellent communication with end users. *Responsibilities* * Log, prioritise and manage support tickets through the helpdesk system * Provide first-line technical support to users both remotely and on-site * Troubleshoot IT issues and aim to achieve first-time resolution where possible * Deploy, configure and maintain endpoint hardware and software * Support user onboarding, including account creation and access setup * Manage user accounts within Active Directory and Microsoft 365 * Maintain accurate IT asset and licence records * Escalate unresolved issues to 2nd or 3rd line support teams * Work with third-party suppliers where external support is required * Provide clear updates and guidance to users throughout the support process *Skills* * Has at least 1 year of experience in a similar IT support role * Has hands-on experience with Active Directory user administration * Has working knowledge of Microsoft 365 user and licence management * Is highly organised and able to prioritise multiple support requests * Demonstrates strong problem-solving and troubleshooting skills * Communicates clearly and professionally, both verbally and in writing * Can work independently and show initiative when resolving issues *Relevant Qualifications* * Formal IT or vendor certified qualification ie HND, Microsoft, Cisco etc (desirable but not essential) *Key Measures* * Accurate logging and management of support tickets * Ability to diagnose and resolve technical issues effectively * Quality and clarity of communication with users * Adherence to IT processes, documentation and procedures * Positive user feedback and service delivery *Working hours* Shifts are available Monday to Friday between 8:00am and 6:00pm, and a rotational Saturday 8:00am to 1:00pm. *About Everyday People Financial Solutions* We specialise in supporting customers on behalf of trusted brands, typically when they fall into arrears. Our focus is simple: listen, understand, and create affordable, sustainable solutions. We believe life happens. That’s why our approach combines empathy with practical support, ensuring customers feel heard and respected. If you’re looking for a role where you can build a career while genuinely helping people, we would love to hear from you. Everyday People Financial Solutions is part of the Everyday People Corp Group of companies, headquartered in Edmonton, Alberta, with operations in Canada and the UK. We are committed to delivering ethical, responsible and customer-focused financial solutions. Job Types: Full-time, Fixed term contract Contract length: 12 months Pay: £25,000.00-£29,000.00 per year Benefits: * Canteen * Company events * Company pension * Employee discount * Life insurance * Referral programme Work Location: In person
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Location:
Glasgow
Job Type:
FullTime

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