Support Desk Analyst


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WeDo: Digital is on an exciting journey. We’ve scaled from a team of 5 to 30+ employees and are continuing to grow. When you join WeDo: Digital, you join a collaborative and supportive environment, where your contributions will be valued. We place a strong emphasis on creativity, authenticity, and innovation – providing opportunities for personal and professional growth. We are a diverse and inclusive employer, making it a welcoming workplace for all.

Due to continued success, WeDo: Digital is looking for a Support Desk Analyst to join our team on a full time, permanent basis. Reporting into the Service Lead, you will offer support and technical assistance to our customers, helping them to complete 1st line tasks or troubleshoot problems across various technologies.

Part of the WeDo Group, WeDo: Digital build first-class enterprise solutions that create measurable results, across industries such as FinTech, Payroll, HR, Recruitment and Ecommerce.

We’re a remote-first company, but we’re looking for someone based in Edinburgh or Glasgow for this role, as most of the people you’ll be working with are based there.


You will be:

  • Serving as the first point of contact for customers seeking technical assistance via email, phone or self-service portal
  • Providing initial triage/fact finding on logged issues
  • Escalating 2nd/3rd line issues to senior team members
  • Being part of the established support team working on troubleshooting and diagnosing problems
  • Writing and editing internal documentation including building up our FAQs and knowledge base to speed up fault resolution times
  • Diagnosing system errors and other issues
  • Following up with customers to ensure full resolution of issues raised
  • Focusing on common issues raised to help identify repeat occurrences and continuously improve our customer service experience
  • Remotely accessing customer environments to provide support, with some on-site client visits when required
  • Working with the existing/senior members of the team to increase technical knowledge of our clients’ infrastructure

Your expertise:

  • Strong computer literacy and tech-savvy, with some basic technical knowledge of PC/Windows systems, Microsoft Office suite/Office365 and remote access support
  • Experience with Active Directory user account management
  • Self-starter attributes and good problem solving experience with pro-active approaches and strong sense of ownership of issue resolution
  • Ability to troubleshoot and diagnose problems in a timely fashion, ensuring a focus on exceptional customer satisfaction
  • Confident speaking and verbal communication skills to articulate faults to customers in easy-to-understand terms
  • Strong written and editing skills to aid in writing and updating support documents, FAQs and knowledge bases


  • Higher level education in computing or technology (BSc degree preferable)
  • Proven experience (more than 1 year commercially) as a help desk technician or other customer support role
  • Experience with Windows server and backup management solutions
  • Familiarity with TCP/IP networking (DNS, DHCP, LAN)
  • Identify and suggest possible improvements on procedures
  • Experience of working within agreed SLA/deadlines


Salary: DOE

Location: Remote-first – MediaCityUK office

Working hours: Everyone gets a choice of core working hours (08:00-16:00, 09:00-17:00, 10:00-18:00), so you can have a work routine that suits you.

Benefits of working at WeDo: Digital

  • Flexible working hours between 8am and 6pm
  • 28 days annual leave + bank holidays
  • Remote-first work policy, with access to our MediaCityUK office whenever you like
  • Regular pay reviews, and bonus opportunities for hitting objectives
  • Generous Mat/Pat/Shared Parental Leave and sick/personal days policy
  • Free gym membership and cycle to work scheme
  • Regular socials, outings, fundraisers and office activities (optional!)
  • Access to training courses and Pluralsight subscription
  • Employee Assistance Programme
  • £600 contribution to kit out your home office
  • Company-contributed pension
  • Fees to professional membership bodies covered

Flight Club Team Photo

Apply now

Send over your CV to or get in touch using the contact form to get started.