Description
IT Service Desk Analyst
Our client is looking for a highly skilled IT Service Desk Analyst to join their Edinburgh based team for a 3 months initial contract.
THIS ROLE SITS INSIDE IR35
Candidates are expected to have the following essential skills at 2nd line level:
Provide Technical IT Support to Users:
- Using our Service Desk (Axios iFix) system, respond to requests for IT Support in chronological order and within agreed Service Level Agreement's keeping user informed of progress of call, including updates where resolution may be delayed.
- To accurately record incident and change actions and their associated resolution.
- To effectively manage each personally assigned incident/change.
- Rebuilding of SCOTS Workstations, Laptops and Tablets
- Liaise closely with colleagues in relation to overall queue management.
- Liaise with other Support Teams and External suppliers
- Escalate any issues to our 3rd line infrastructure teams ensuring any major issues are dealt with promptly
- Liaise with appointed external suppliers to provide problem resolution where external supplier resources are required (internal hardware replacement etc)
Candidates are expected to have the following essential skills at 2nd line level:
- Excellent customer care, communication skills and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English)
- Experience of working in an IT Support Service (2nd Line) or similar ITIL support role
- Windows Operating Systems (Windows 10, Server ),
- MS Office ,
- Active Directory,
- Microsoft Exchange Server ,
- SCCM
- Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 10 and Microsoft Office products.
- MS Teams
If you are interested, please submit your CV
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age