IT Service Support Analyst

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Venesky-Brown's client, a public sector organisation in Dundee, is currently looking to recruit an IT Service Support Analyst for an initial 3 month contract with option to extend on a rate of £185/day (Inside of IR35). This role will be hybrid based attending the office at least 2 times per week.
- Providing a professional and helpful point of contact for customers contacting the Service Desk during its hours of operation.
- Categorise and prioritise all support incidents and requests, escalating as required by process, priority and workload to ensure management visibility of high priority incidents and timely resolution in line with service level agreements.
- Assigning network and application security permissions and ensuring that security permissions are correctly implemented in line with authorisation approval and principle of least access.
- Maintaining the IT Asset register and CMDB with the current location and status of all end user equipment.
- Engagement with third party suppliers and support services where appropriate to resolve support tickets.
- Resolve incidents escalated by the IT Service Desk ensuring resolution in line with priority and SLA, keeping the customer informed on progress at all times working with third party suppliers or escalating internally where required.
- Recording all updates and actions taken in response to tickets in the ticket management software.
- Provide support for all network and security infrastructure, delivering IT services to internal and external customers.
- Identify, record and sponsor any changes to systems through the change management process to deliver service improvements or projects.
- Prepare and deliver appropriate documentation on known errors, common fixes and general support for Service Desk team in relation to improvement work and projects
- Work as part of a team to investigate and resolve problems identified through the problem management process.

Essential Skills:
- Working in a busy, customer facing IT Service Desk environment
- Using a Service Desk tool to manage incidents, service requests, problems and assets.
- Supporting common office software, Microsoft Windows 10, Azure Services and applications, Windows Server , Active Directory and Office 365 eg Outlook, Sharepoint, One Drive
- Educated to HNC level or equivalent in an ICT related discipline.
- Excellent communication skills.
- The ability to communicate with non-technical colleagues to resolve IT incidents remotely.
- The ability to remain calm under pressure.
- The ability to work on own initiative and prioritise and manage own workload.
- Uses a methodical and systematic approach to make efficient use of time and manage workload.
- Recognises the need to be flexible in order to meet changing priorities.
- Priorities work effectively to meet deadlines and objective.
- Ability to plan and deliver own workload to meet the response times required by IT service level agreements for incidents and project timescales for IT development projects.
- Remains tolerant and fair towards others, values diversity and is non-discriminatory in their actions.
- Ability to work collaboratively with other members of the IT Team to achieve desired outcomes.
- Contribute to service improvement within the IT Team including active participation at Team meetings.
Desirable Skills:
- Troubleshooting and resolving IT Hardware problems.
- Experience of using Microsoft Azure Active Directory.
- Experience of designing and creating standard reports and statistics measuring Service Desk performance.
- Experience of working to ITIL standards
- Experience of VMWare/vSphere 6
- Experience of using a Cloud hosted backup solution
- Experience of administering a Cloud Hosted telephone system.
If you would like to hear more about this opportunity please get in touch.
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