Desktop Support Consultant onsite Edinburgh

A leading IT Consultancy is seeking a Desktop Support Consultant on contact basis.

This is an onsite support role and you will be needed onsite in Edinburgh full time

The Desktop Support Consultant must have the following skills and experience:

Experience

4-8 years of experience in IT Desktop Support or End-User Support.

Experience working in a fast-paced, user-focused environment.

Technical Skills

Strong knowledge of Windows OS and desktop support.

Experience with hardware troubleshooting and device setup.

Familiarity with Active Directory, VPN, networking basics.

Experience with VDI/Citrix environments is a plus.

Tools & Processes

Experience with ITSM tools (ServiceNow).

Understanding of SLA-driven support and ITIL processes.

The Role:

Service Delivery & Desktop Support

Provide on-site desktop support for end users.

Deliver desk-side support during business hours.

Take end-to-end ownership of incidents and service requests to ensure timely resolution.

Coordinate with cross-functional IT teams for issue resolution.

Support user onboarding, including device setup and account provisioning.

Manage incidents and service requests using ITSM tools (eg, ServiceNow)

Ensure accurate ticket logging, categorisation, and resolution tracking.

Adhere to SLAs and follow ITIL-based processes.

Prioritise and resolve issues based on business impact.

Install, configure, and troubleshoot Windows laptops and desktops.

Support multi-monitor setups and peripheral devices.

Troubleshoot hardware, software, and network connectivity issues.

Provide support for collaboration tools (eg, Microsoft 365, Teams).

Support mobile devices and remote access solutions.

Provide support for VDI/Citrix or virtual desktop environments.

User & Stakeholder Support

Communicate effectively with end users and provide timely updates on issues.

Maintain a high level of customer service and user satisfaction.

Handle high-priority incidents in a professional and calm manner.