Requisition Id: 3921
Location:
Glasgow, Scotland, GB, G15 6RW
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Our Craft
Edrington’s vision is to give more by crafting exceptional ultra-premium spirit brands. The Macallan is our central focus, supported by Highland Park and The Glenrothes in the single malt category. Our portfolio is completed with Brugal rum from the Dominican Republic, Wyoming Whiskey in the American Whiskey category and Valdespino sherry from Jerez in Spain. Edrington also has a strategic partnership with No.3 London Dry Gin.Our principal shareholder is a charitable trust, so we were built to make a world of difference. Discover a place where values define our culture. The home of exceptional brands, where people and teams thrive.
Our Blend of Benefits
Salary: £30,000 – £38,000
12 Months FTC
37 days holiday, plus 4 Giving More volunteer days
Save for retirement and invest in your future - pension contributions (employee up to 8.75%, employer up to 14%)
Share in our success with up to 10% Share Reward scheme (subject to eligibility)
Private medical insurance that covers the cost of private healthcare and includes round the clock access to GP services and menopause health line
24/7 support for you and your loved ones to counselling, life coaching and information on financial, mental, and physical wellbeing
Experience our exceptional brands with a generous annual product allowance, plus at least 20% discount in our staff shop
Embrace work-life harmony with hybrid working, 26 weeks’ paid maternity, paternity and adoption leave, and up to five paid carers leave days a year
Embrace Excellence
Our Service Desk Analysts contribute to Edrington’s commitment of providing high quality technology support by meeting or exceeding SLAs, KPIs and customer satisfaction. The role forms part of a team, responding to requests for technical support and completing request fulfilment, and is split between our two Glasgow sites; our Great Western Road facility which included a bottling hall and warehousing, and our global headquarters based in Glasgow city centre. Our Service Desk team support our colleagues across these sites, and wider locations on a remote basis across a variety of technologies.
Make an Impact
Take ownership of Service Desk tickets, diagnosing and resolving issues across end-user devices, telephony, AV solutions and local IT infrastructure.Manage incidents and service requests professionally and efficiently.
Provide technical advice and support on business systems and software.
Deliver on-site IT support across Glasgow offices and production sites.
Administer and maintain business-critical systems and archiving solutions.
Support the delivery and implementation of new IT services and solutions.Meet agreed SLAs and response targets for Service Desk tickets.
Help ensure the reliability and performance of site IT infrastructure.Work with Incident and Problem Management teams to develop and maintain knowledge articles.
Support continuous improvement of ITSM processes and tools.
Own and maintain the ITIL knowledge management process and knowledge base.
Promote knowledge sharing and best practice across IT teams and end users.
Build effective relationships with third-party technology providers.
Closing Date: 13th July 2026
Your Talent and Skills
Service Desk experience.
Strong ITSM knowledge and experience with ITSM tools.
Organised, self-motivated and able to prioritise effectively.
Experience supporting audio and video conferencing solutions.
Quick to learn new technologies in a fast-paced environment.
Knowledge of Active Directory, Microsoft 365 and Windows.
Strong customer service and relationship-building skills.
Excellent communication skills with technical and non-technical audiences.
Desirable
Proactive, curious and creative problem solver.
Full driving licence and willingness to travel occasionally.
Knowledge of Azure AD and Exchange.
Agile/DevOps experience.
Networking and cybersecurity awareness.
ITIL Foundation (v3 or v4) certification.
We’ve put together some criteria that we think is important for this role, but don’t worry if your experience and expertise isn’t an exact match. If you feel that you can add value to our role and to Edrington more broadly, we would welcome your application and be eager to learn more about you.
A Place For Everyone
We’re proud of our inclusive culture – where unique experiences, ideas and perspectives are celebrated. We want everyone to feel respected and empowered to contribute to our success.
Get involved. From colleague networks like Balance, Pride and Kick-Start to inclusion allies and DE&I champions, we encourage our people to be curious, get involved and help us make change happen.
