IT & Software

Onsite Senior Technical Analyst, IT Infrastructure Services, Edinburgh

Deloitte

Edinburgh · City of Edinburgh · United Kingdom

Overview

In this role you will deliver high-quality end-user IT support across Deloitte offices and hosted events, helping colleagues solve hardware and software issues. You’ll work from the Tech Bar or at local workstations, engage with stakeholders, and contribute to incident resolution and service improvements. Hybrid working is offered, with travel to other UK offices for events or coverage. You’ll be part of a collaborative IT service, focused on reliable, secure user experiences and timely support.

Pay / Benefits
  • Hybrid working
  • Career development opportunities
  • Wellbeing focus
  • World-class development/training
  • Return-to-work coaching option
Responsibilities
  • Provide first/second line IT support to end users on software/hardware
  • Support users at Deloitte offices, Tech Bar, and events; assist with tech issues
  • Occasional out-of-hours support for major incidents or critical infrastructure testing
  • Record incidents and requests in ServiceNow and meet SLAs
  • Manage support queues, prioritize tasks, and communicate status to users
  • Maintain professional, high customer satisfaction
  • Configure and maintain devices (Windows PCs, Macs, mobile, printers) and use remote tools
  • Keep CMDB up to date with asset statuses
  • Travel to other Deloitte offices to support events or cover colleagues
  • Perform IT/AV checks and setup for events/meetings
  • Maintain IT stock and refresh devices; handle disposals
  • Follow procedures, collaborate with IT services, and support security/compliance
  • Focus on delivering exceptional on-site support and cross-team collaboration
Key requirements
  • Windows 10, Office/O365, Teams, AD, ServiceNow, Networking, Citrix, Zoom, Skype for Business
  • MacBook OS (up to 3 generations), JAMF, In-Tune, iOS devices
  • Excellent troubleshooting and customer service skills
  • Experience providing face-to-face and remote end-user support
  • Proficiency with ITSM/CMDB tools (ServiceNow)
  • Experience in a small team with shared queues and scheduling systems
  • Strong written and verbal communication skills
  • Strong customer service orientation
  • Clear communication across all levels
  • Ability to work under pressure
  • Windows 10
  • Office 365
  • Teams

Reference: WJ-747_30181457

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