We believe that true excellence is only delivered by people with the knowledge, tools and passion to set standards rather than chase them. 

Our culture seeks to empower employees to fulfil their potential throughout their career here at Menzies.

As a Global IT Service Desk, we pride ourselves on offering a high quality, friendly, knowledgeable and professional service. Our Mission is to continually develop our service to meet and exceed customer expectations and contribute to the success of Menzies Aviation. We do this through the provision of timely, consistently high quality and professional IT support at every customer contact. You'll see that there's no other sector like aviation to work in!

As a Service Desk Analyst, you'll enjoy plenty of variety and will have our full support and training, for the whole of your career journey with us. 

If you are enthusiastic individual, with excellent customer service skills, and looking to be a part of our exciting and dynamic team, we offer a range of benefits and will support your progression and development as you start your career journey with us.

Main Accountabilities Include:

  • As one of our IT Service Desk Analysts, day to day you'll be responsible for ensuring Incident and Requests are logged, tracked, resolved and measured within the given SLA's, whilst ensuring adherence to ITIL processes
  • Management of individual work queues
  • Ensuring all tickets are logged and tracked in the service management platform, Service Now
  • Ensuring the correct priority is given to Incidents
  • Creating and sharing of knowledge documents
  • Ensuring all P1 Incidents follow Incident Management process
  • Ensuring service catalogue is kept up to date
  • Participation in team meetings
  • Participate in regular 1:1 meeting with Team Leader
  • Responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix
  • Ensuring process are executed to the set targets and SLA's
  • Ensuring the CMDB is updated with all adds moves and changes

Qualifications and Experience:

  • Demonstrable experience in a Service Desk environment
  • Excellent telephone manner
  • Ability to problem solve
  • Excellent customer service skills
  • Ability to work within a team environment
  • Excellent written and verbal communication skills
  • Can work under pressure
  • Ability to work independently
  • ITIL Foundation certified
  • Experience with Microsoft Excel and its functions. Preferred but not essential.



  • Carry out all activities of the role and processing activities (as above) as directed by the Company through its policies, procedures and training to ensure the success of the operation including the following:
  • Full compliance:
    • Health & Safety
    • Training
    • Equal Opportunities
    • Harassment
    • Data Protection
    • Security
  • Remain up to date with all station notices relating to policies and procedures
  • Remain up to date with all relevant operational, systems and Customer Service training
  • Maintain a safe and secure working environment at all times
  • Comply with the Company's open, fair and honest reporting culture


Professional Standards:

  • Respectful, supportive and friendly approach
  • Clear and honest communication
  • Passionate and driven
  • Flexible and understanding of changing priorities and situations
  • Punctual and reliable
  • Confident and focused

Close map
Edinburgh - HQ
2 Lochside Avenue, Edinburgh Park, Edinburgh, United Kingdom, EH12 9DJ
  • Salary:
    Commensurate with skills and experience
  • Location:
    Edinburgh - HQ
  • Region:
  • Function:
  • Vacancy Type:
    Full-Time Permanent
  • Hours Per Week: