Help Desk Technician - #2186077

Company Description IT Scotland is an IT support provider based in Glasgow, specializing in security, business continuity, and modern recovery systems to keep clients’ operations running smoothly. The company supports businesses that prefer to focus on their core activities while delegating technical responsibilities to experienced IT professionals. By delivering tailored solutions, IT Scotland helps clients reduce the need for in-house IT staff, minimize downtime, and improve productivity. The team is enthusiastic about technology and committed to aligning IT systems with each client’s unique business needs. Services include flexible support options and fixed-price contracts that allow organizations to budget confidently for their IT costs.

Role Description This is a full-time, on-site Help Desk Technician role based in Glasgow. The Help Desk Technician will be the first point of contact for users, responding to support requests via phone, email, and ticketing systems, and providing timely technical assistance for hardware, software, and network issues. Day-to-day responsibilities include diagnosing and troubleshooting desktop and laptop problems, performing basic computer repair, installing and configuring applications, and supporting peripheral devices. The role also involves escalating complex incidents to senior technical staff, documenting solutions and procedures, and contributing to knowledge base articles. The Help Desk Technician will work closely with colleagues and clients to ensure high levels of customer satisfaction and reliable IT service delivery.

Qualifications

• Strong skills in Desktop Computers and basic Computer Repair to support and maintain end-user devices.
• Proficiency in Technical Support and Help Desk Support practices, including ticket handling and user communication.
• Solid Troubleshooting abilities to diagnose and resolve hardware, software, and connectivity issues efficiently.
• Understanding of operating systems (e.g., Windows), common business applications, and standard office IT environments.
• Effective written and verbal communication skills, with a customer-focused and solution-oriented approach.
• Ability to prioritize tasks, manage time effectively, and work collaboratively in a fast-paced setting.
• Relevant certification or training (e.g., CompTIA A+, ITIL foundation, or equivalent practical experience) is advantageous.
• Previous experience in an IT support or help desk role, especially within a managed services or business support environment, is a plus.
• A full UK driving licence is advantageous.