Description
1st/2nd Line Support - Service Desk Analyst
A Leading Financial Services Business are looking to hire a 1st/2nd Line Support Analyst to work alongside their team in Glasgow
The role is initially a 6 month contract (scope to roll on)
Paying between £140 - £160 day (Inside IR35 only)
Umbrella Company - deductions to be taken from that figure Initially the role is remote working but will require office attendance when governmental guidelines allow
Role Breakdown
This IT Service Desk Analyst provides first line technical support to all staff. Service Desk Analysts are responsible for answering the Service Desk phone, logging Incidents and Requests and responding to queries raised by email or self-service.
As Service Desk Analyst your responsibilities will include.
Provide excellent Customer Service via the telephone, email and customer portal. Log all Incidents and Requests in LANDesk. Using the impact and urgency Matrix, ensure that all Incidents are assigned the appropriate SLA. Manage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate. Understand and proactively operate the escalations procedure defined in the Incident Management process. Carry out basic operational procedures and instructions so that tasks are completed accurately and on time. Provide user support, coaching/mentoring to end-users. Maintain rapport with Customers by displaying a detailed understanding of their support requirements. Contribute to continuous improvement and ongoing development of your own knowledge and skills. Ensure that your own work is completed accurately, checking for mistakes and correcting them promptly. Maintain high-levels of incident ownership through the incident life cycle to a satisfactory Customer resolution. Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leader. Provide shift cover with current Service Desk operations between 07:30 - 18:00 Mon - Fri.
To be successful in this role, you should meet the following requirements. Excellent verbal and written communication skills. Have an in-depth knowledge of Microsoft products including Office . Excellent Customer Service skills. High degree of multi-tasking. Assertive, confident, positive and professional manner. Ability to deal with potentially stressful situations The business do provide laptops, chair, keyboard, mouse, screen, laptop etc - so equipment is covered. Stand alone role. 900 user base in Glasgow. Will need to be in the office - to provide support. Service Desk/Desktop Support. Phone calls. ITSM tool - tickets - Ivanti - looking to move to Service Now. Office 365/Bitlocker/Power Apps and Power BI. Bloomberg and Reuters (less than 50 % of user base). Front Office looks after Wealth. Occasionally responsible for desk visits. Laptop builds