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