Service Desk Analyst

Our Craft

Our vision is to give more by crafting exceptional ultra-premium spirit brands. The Macallan is our leading brand, supported by Highland Park and The Glenrothes in the fast-growing single malt category and Naked Malt in the blended malt category. Our portfolio is completed with Brugal premium rum from the Dominican Republic, The Famous Grouse Blended Scotch Whisky, and Wyoming Whiskey in the American Whiskey category. Edrington also has a strategic partnership with No.3 London Dry Gin. 

Our principal shareholder is a charitable trust, so we were built to make a world of difference. Discover a place where values define our culture. The home of exceptional brands, where people and teams thrive. 

Our Blend of Benefits

• Salary £29000 - £37000 
• 37 days holiday, plus 4 Giving More volunteer days
• Save for retirement and invest in your future - pension contributions (employee up to 8.75%, employer up to 14%)
• Share in our success with up to 10% Share Reward scheme (subject to eligibility)
• Private medical insurance that covers the cost of private healthcare and includes round the clock access to GP services and menopause health line
• 24/7 support for you and your loved ones to counselling, life coaching and information on financial, mental, and physical wellbeing
• Experience our exceptional brands with a generous annual product allowance, plus at least 20% discount in our staff shop  
• Embrace work-life harmony with 50:50 hybrid working, 26 weeks’ paid maternity, paternity and adoption leave, and up to five paid carers leave days a year

Embrace Excellence

We are recruiting for a Service Desk Analyst to join our Technology team, providing an initial point of contact for IT support. This role will be responding to requests for technical support and completing request fulfilment over the telephone, by email, in person and via our end user self-service ITSM toolset at our Queen Street and Great Western Road sites, based in Glasgow. This role is a 12 month fixed term contract.

Make an Impact

 Reporting to our IT Service Desk Team Leader, key responsibilities for this role include:

• Provide on-site support for our Glasgow offices and production sites.
• Act as a single point of contact for all end user queries, including logging and triaging of incidents and service requests.
• Maintain a high degree of customer service for all support queries ensuring ticket ownership though to completion.
• Take ownership of tickets to diagnose and resolve operational issues with client devices, telephony, Audio & Video and local IT infrastructure.
• To assist and support the IT Services team in the delivery of new IT solutions and projects.
• To provide advice on the operational aspects of computer systems and software.
• Administer daily management of backup and archiving facilities.
• Meet agreed response targets and SLAs for faults and issues reported to IT Service Desk.
• Gathering information, to develop quality knowledge articles ensuring the full knowledge life cycle is correctly maintained, validated, and uploaded into the ITSM system.
• Responsible for administrative duties, including invoicing, purchase orders, and stock ordering.
• Support the ongoing delivery of a robust and efficient IT infrastructure platform.

Your Talent and Skills

To be successful in this role, you will be computer literate with knowledge of Microsoft Office products and Windows operating systems. You should be driven to ensure high levels of service and professionalism at all times, with an ability to manage workload efficiently and a passion for technology. Furthermore, an ability to work in a collaborative team environment and to learn new technologies/systems to deliver on a fast-paced schedule is essential. Having experience of working in a Service Desk environment previously would be highly advantageous.

We’ve put together some criteria that we think is important for this role, but don’t worry if your experience and expertise isn’t an exact match. If you feel that you can add value to our role and to Edrington more broadly, we will welcome your application and be eager to learn more about you.

#LI-RS1