Graduate Technical Support Analyst job at Edinburgh Full Time

Graduate Technical Support Analyst

Lugo is a fast-growing Managed Service Provider committed to delivering exceptional IT support and solutions to a diverse client base. At Lugo, we believe technology should be a bridge – not a barrier. For more than two decades, we’ve helped organisations across Scotland deliver their long-term IT strategies with confidence – securely, efficiently and simply.  

Our values – Leading, Uniting, Growing, Outstanding – shape everything we do:  

• Leading with pioneering secure IT strategies tailored to regulated industries  
• Uniting people and technology through meaningful, human-centred connections  
• Growing  by supporting dynamic change and organisational development  
• Outstanding service delivered with integrity, transparency and LugoLove  

Role Overview:

This is an exciting opportunity for a recent graduate to begin building a long-term career in IT. As a 1st Line Technical Support Analyst in our Client Experience Team, you will join the front line of our service delivery, supporting clients with real technical challenges while learning how great IT support really works. You will gain hands-on experience across a wide range of technologies, build confidence in troubleshooting and communication, and develop the practical foundations needed to progress into a specialist or senior role over time.

Career Progression:

This role offers a clear starting point for a long-term IT career, with structured mentoring, coaching and learning pathways to help you grow.

• Progress into Technical Services and, over time, a Senior Analyst role.
• Build a pathway into Professional Services, developing the skills to design and implement network infrastructure and Azure environments.
• Develop into Account Management if you enjoy working closely with clients.
• Follow a cyber security pathway, including Cyber Essentials and IASME Cyber Advisor.

We will support your development with training, mentoring and opportunities to build your career at Lugo.

Key Responsibilities:

• Act as a first point of contact for client support queries, delivering a friendly, professional and reassuring service by phone, email and remote support tools
• Diagnose and resolve a broad range of first-line hardware, software, Microsoft 365 and connectivity issues, using a methodical approach to troubleshooting
• Escalate more complex issues to Technical Services with clear notes, accurate triage and enough detail to support efficient investigation and resolution
• Deliver clear, empathetic communication that helps clients feel heard, informed and supported, including when explaining technical issues to non-technical users
• Support the delivery of excellent service by working to agreed SLAs, response targets and ticket handling standards
• Contribute to internal documentation, knowledge articles and standard ways of working to improve team learning and service consistency
• Attend client sites when required and support project work with guidance from experienced team members, building confidence through hands-on experience
• Work collaboratively with colleagues across Client Experience and Technical Services to share knowledge, balance workload and deliver the best outcome for clients
• Contribute ideas for improving the helpdesk experience, ticket handling processes and overall service delivery
• Take an active role in your learning path, including technical training, service development and relevant certifications
• Show a genuine commitment to continuous improvement, professional development and building a successful career in IT

What We’re Looking For:

• A recent graduate in IT, Computer Science, Cyber Security or a related field  (2:2 or higher)
• Passion for technology and helping people solve problems
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Willingness to learn and adapt in a fast-paced environment
• Basic understanding of Windows OS, Microsoft 365, and networking fundamentals is a plus

What We Offer:

• A genuine career starting point, with structured training, mentoring and coaching from experienced IT professionals
• Clear progression pathways into Technical Services, Professional Services, Account Management or Cyber Security
• Hands-on experience across a wide range of technologies, client environments and real-world IT challenges
• A supportive, people-focused team culture where questions are encouraged and learning is part of everyday work
• A competitive starting salary with clear progression as your skills, experience and responsibilities grow

Job Types: Full-time, Permanent

Benefits:

• £26,200 starting salary  
• Personal development meetings every quarter 
• Quarterly Team Catch Ups 
• Private Medical Insurance – Bupa 
• Salary Sacrifice Pension 
• Corporate away weekend 
• Enhanced Paternity Pay 
• Enhanced Maternity Pay 
• Paid Dependants Leave 

Licence/Certification:

• Driving Licence (required)

Schedule: Monday to Friday, 37.5 hour working week. Variable shifts to cover helpdesk hours, 8am-4pm, 9am-5pm and 10am-6pm

Location: Based at our central Edinburgh office, hybrid working considered after initial training period

Pay: From £26,200.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Employee mentoring programme
• Enhanced maternity leave
• Enhanced paternity leave
• Private medical insurance
• Sick pay

Work Location: In person