Service Desk Analyst

Requisition Id: 3650

Location:

Glasgow, Scotland, GB, G15 6RW

Our Craft

Edrington’s vision is to give more by crafting exceptional ultra-premium spirit brands. The Macallan is our central focus, supported by Highland Park and The Glenrothes in the single malt category. Our portfolio is completed with Brugal rum from the Dominican Republic, Wyoming Whiskey in the American Whiskey category and Valdespino sherry from Jerez in Spain. 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 £30,000 – £37,500
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
Fixed term contract- 18 months

Embrace Excellence

Our Service Desk Analysts contribute to Edrington’s commitment of providing high quality technology support by meeting or exceeding SLAs, KPIs and customer satisfaction. The role forms part of a team, responding to requests for technical support and completing request fulfilment, and is split between our two Glasgow sites; our Great Western Road facility which included a bottling hall and warehousing, and our global headquarters based in Glasgow city centre. Our Service Desk team support our colleagues across these sites, and wider locations on a remote basis across a variety of technologies.

This is a 18 month fixed term contract.

Make an Impact

Manage incidents and requests in a professional courteous manner.

Take ownership of tickets to diagnose and resolve operational issues with client devices, telephony, audio & video and local IT infrastructure.
To provide advice on the operational aspects of computer systems and software.
Provide on-site support for our Glasgow offices and production sites.
Administer daily management of business-critical systems and archiving facilities.
To lead, assist and provide proactive support the IT Services team in the delivery of new IT solutions.
Meet agreed response targets and SLAs reported to IT Service Desk.
Support Edrington IT to provide robust and efficient performance of site IT infrastructure.
Liaise with Incident and Problem Process owners to identify knowledge articles that need to be documented for our userbase and IT admins.
Support Continuous Improvement of the ITSM toolset.
Develop, manage, and maintain ITIL Knowledgebase within the ITSM toolset and act as a Knowledge Process Owner.
Champion the IT knowledge process; the way it is used and shared throughout the lifecycle of an incident / problem, working with other Service Desk and IT Support Team members to educate users and peers.
Engagement with 3rd party technology providers.

Your Talent and Skills

To be successful in this role, you will bring proven Service Desk operational experience, strong knowledge of IT Service Management practices, and the ability to work both independently and collaboratively. You should be highly organised, a quick learner, and confident in adopting new technologies. Experience with ITSM toolsets, audio and video conferencing solutions, and the Microsoft stack; including Active Directory, M365, and Windows operating systems is essential. Strong communication skills, the ability to build rapport quickly with customers, and a demonstrated commitment to high‑quality work are also key. Desirable attributes include being a creative and inquisitive problem solver, awareness or experience in networking, cybersecurity, DevOps Agile ways of working, and familiarity with Azure AD and Exchange. An ITIL v3/4 Foundation qualification and a driving licence, as some travel may be required, would be 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 would welcome your application and be eager to learn more about you.

Applications close 24th March 2026 at midnight*

A Place For Everyone

We’re proud of our inclusive culture – where unique experiences, ideas and perspectives are celebrated. We want everyone to feel respected and empowered to contribute to our success.

Get involved. From colleague networks like Balance, Pride and Kick-Start to inclusion allies and DE&I champions, we encourage our people to be curious, get involved and help us make change happen.