IT Support Analyst

Application Deadline: 30 August 2026

Department: PBS - IT

Employment Type: Permanent - Full Time

Location: Edinburgh

Compensation: £26,238 - £29,953 / year

Description

Location: Head Office in Edinburgh (with occasional travel to UK offices and project sites)
Contract Type: Permanent
Closing Date: 30/08/2026

We're looking for an enthusiastic, customer-focused IT Support Analyst to join our IT team. You'll provide first-line support to colleagues across the UK, helping them get the most from their devices, applications, and cloud services.

This role is ideal for someone who enjoys practical, hands-on IT work, including configuring laptops and mobile devices, deploying software, resolving technical issues, and supporting users. You'll also have opportunities to develop your skills in Microsoft 365, endpoint management, cybersecurity, and cloud technologies.

Why Should You Apply?
We are a privately owned archaeological business, part of the RSK Group, a leader in integrated environmental, engineering, and technical services. We provide heritage services to the development and construction sectors in UK and across the world. With four offices in England and one in Scotland, we offer our employees:

Unique knowledge and expertise. For the past 30 years, Headland has provided not only business-focused archaeology but also people-focused business. We are highly respected within our industry for our achievements in innovation, tailor-made development coaching and training, and our expertise in commercial archaeology.
Strong pioneering spirit. Our corporate culture is characterised by a healthy appetite for originality and development.
Stable company with excellent growth. Over the years, we have demonstrated steady, positive economic development and formed successful partnerships. You will have opportunities for professional development and career progression
Good work environment. You will be surrounded by colleagues who are pleasant, professional, and enthusiastic about their work. Work with modern technologies and gain exposure to IT security and cloud services
Opportunity to influence. You get to work in an open climate, close to decision makers and with the possibility of making a difference.
Part of RSK group. You will have further opportunities to become involved in nationally and internationally prominent projects with exciting prospects for career development. The group has c.17000 employees and c.230 environmentally lead companies.

The Role

The role Our IT team supports over 240 colleagues across multiple UK offices and field-based project teams. This is an excellent opportunity to join a supportive team, build valuable technical experience, and develop your IT career. If you enjoy solving problems, supporting people, and working with technologies such as Microsoft 365, Intune, and Entra ID, this is a great opportunity to grow your career.

Main areas you’ll focus on:

Deliver first-line support for hardware, software, network, and end-user issues via ticketing system, email, phone, and in person
Troubleshoot and resolve technical issues across Windows, macOS/iOS, and Android platforms
Support Microsoft 365 applications including SharePoint, Teams, OneDrive, Outlook, and Exchange Online
Configure, deploy, and support laptops, desktops, mobile devices, and peripherals, including user profiles, device setup, and password resets
Perform device builds, imaging, and Out-of-Box Experience (OOBE) setups
Manage user onboarding, account creation, permissions, and access via Active Directory and Entra ID
Support mobile device management platforms such as Intune, JAMF, and Samsung Knox
Assist with software installation, updates, patching, and system maintenance activities
Maintain accurate records and documentation within our IT Service Management (ITSM) platform
Support the full IT asset management lifecycle, from procurement and deployment to reconciliation, withdrawal, and sustainable disposal
Monitor device compliance, security controls, and adherence to IT policies
Escalate complex issues appropriately and collaborate with senior IT colleagues and third-party suppliers
Deliver excellent customer service by keeping users informed throughout the resolution process
Support business continuity, backup, disaster recovery, and change management activities
Contribute to continuous improvement initiatives that enhance IT support services across the organisation

Skills, Knowledge and Expertise

Essential skills
We recognise that no candidate will meet every requirement listed below. If you have a solid foundation in IT support, a positive attitude, and a willingness to learn, we encourage you to apply.

Experience providing IT support in a professional environment
A solid understanding of IT support principles and troubleshooting methodologies
Knowledge of Windows operating systems, macOS/iOS, and Android platforms
Experience supporting Microsoft 365, SharePoint, Entra ID, and Active Directory
Familiarity with IT ticketing systems and remote support tools
Hands-on experience deploying and supporting laptops, mobile phones, and tablets
Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN technologies
Knowledge of IT security best practices and endpoint protection
Strong communication and customer service skills with a calm, helpful manner
Ability to prioritise workload, manage multiple tasks, and meet deadlines
Confidence preparing procedures, documentation, and delivering user training
A positive, proactive, and collaborative approach to problem-solving

Desirable skills

Knowledge of Deltek Project Management and Accounting systems
Experience with Datto cloud services
Familiarity with Azure and AWS cloud platforms
Experience with Microsoft Power BI, Power Automate, and other Power Platform tools
Relevant IT certifications such as Microsoft Fundamentals, CompTIA A+, Network+, Security+, or ITIL
An interest in scripting or automation to improve efficiency and support digital transformation
Experience working with distributed or multi-site organisations

Benefits

Competitive paid subsistence when applicable
Employee Assistance Programme (advice on finance, mental health etc)
Ongoing regular training in various areas e.g. Health & Safety, Technical areas and transferable skills
Time off in lieu of time worked above standard hours or overtime paid
Annual profit discretionary bonus & performance-related bonus schemes, T&Cs apply
Annual pay review
30 days annual leave, rising based on service length
Extra annual leave purchase scheme
5%-6% employer contribution to pension scheme
Income Protection Policy, after a year with Headland
Life Assurance Policy, insuring you 4 times your annual salary, after a year with Headland
Regular performance, wellbeing & professional development check-ins
Referral scheme with generous fee
A support group of 30+ Mental Health First Aiders
Regular offers through RSK Group (e.g. Tastecard, Gym membership discount, Holidays and Entertainment)
Cycle to work scheme

Ready to apply?

If you're passionate about technology, enjoy helping people, and are looking for a role where you can learn, grow, and develop your career, we'd love to hear from you. To apply for this role, please click the Web/Apply button above and submit your application through the Headland Archaeology Applicant Tracking System.

As part of our commitment to fair and inclusive recruitment, our Applicant Tracking System removes certain identifying information from applications during the initial screening stage. This allows hiring managers to focus on candidates’ skills, experience, and suitability for the role, helping to reduce the potential for unconscious bias and ensuring a more objective recruitment process.

You must have the right to work in the UK without restrictions. Proof of eligibility will be required prior to your commencement. Applications will be reviewed on a rolling basis, and we may fill existing vacancies before the closing date, so you are advised to submit your application as early as possible.

Headland is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Headland Archaeology is committed to creating an inclusive recruitment process. If you have a disability or need any adjustments to enable you to take part in the interview, please contact us athr@headlandarchaeolgy.com so we can make suitable arrangements.

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