Information Technology Support Analyst - #2079579

IT Support Analyst,

Glasgow, Full time in office

Excellent package and bens

Gap Group is one of the UK's leading equipment hire providers wiht a strong reputation for reliability, stability, and long term investment in its people and technology.

We are looking for a Support Analyst to join our service desk and to act as a Support Analyst providing triage, first-time-fix (FTF), request fulfilment, and incident resolution across IT services.

Main duties and responsibilities

• Act as the first point of contact for all IT incidents and service requests
• Perform structured triage, categorisation, and prioritisation of all tickets
• Deliver first-time-fix (FTF) where appropriate
• Route tickets to the correct resolver group in line with defined service models
• Maintain ownership of tickets through to resolution, ensuring visibility and progress
• Where assigned, contribute to resolver group activities (e.g. EUC, Applications, Infrastructure)
• Diagnose and resolve tickets escalated to assigned resolver group(s)
• Ensure effective handover between Service Desk and resolver group activities
• Record all actions taken within the ITSM tool to maintain a complete audit trail
• Support accurate reporting and service measurement through high-quality data
• Provide clear, professional, and timely communication to users
• Create and maintain knowledge articles to support FTF and self-service
• Identify recurring issues and escalate trends to support Problem Management
• Contribute to continual service improvement initiatives
• Provide support for core IT services including:
• Microsoft 365 (email, collaboration, identity)
• End user devices (laptops, desktops, peripherals)
• User access and identity management (e.g. Active Directory / Entra ID)
• Core business applications (including CloudSuite M3)

Essential Skills

• Experience working in an IT Service Desk or IT support environment
• Strong understanding of service-based support (ITIL-aligned)
• Experience using an ITSM tool (e.g. ManageEngine or similar)
• Knowledge of:
• Microsoft 365 / modern workplace technologies
• User and identity management (AD / Entra ID)
• End user device support
• Ability to diagnose and resolve common technical issues independently
• Strong communication and customer service skills