Description
Venesky-Brown's client, a public sector organisation with offices in Edinburgh and Glasgow, are currently looking to recruit 2x IT Support Analysts (2nd Line) for an initial 3 month contract, at a daily rate of £130-£150p/d, inside IR35. This role will be remote based initially.Responsibilities:
Using the 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 hourly 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 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 Systems Management or Network Services to ensure 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)
Essential:
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
Desirable:
ITIL Foundation qualified
If you would like to hear more about this opportunity please get in touch.