Description
IT Helpdesk & Service Delivery Analyst
Start: 23rd November 202
End: 31st March 2021
Pay: £160PD
Location: City Park, Glasgow
My manufacturing client in Glasgow is looking for a Helpdesk & Service Delivery Analyst for an initial 4 month contract.
You will be acting as the as the first point of contact between the Technology Services team and business colleagues along with incident management and request fulfilment, including problem management
Asset Management
Applies tools, techniques and processes to create and maintain an accurate asset register.
Produces reports and analysis to support asset management activities and aid decision making.
Customer Service Support
Acts as the routine contact point, receiving and handling requests for support.
Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
Contributes to creation of support documentation.
Incident Management
Following agreed procedures, identifies, registers and categorises incidents.
Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Maintains records and advises relevant persons of actions taken.
Service Level Management
Monitors and logs the actual service provided, compared to that required by service level agreements.
Application Support
Assists in the investigation and resolution of issues relating to applications.
Assists with specified maintenance procedures.
Security Administration
Receives and responds to routine requests for security support.
Maintains records and advises relevant persons of actions taken.
Assists in the investigation and resolution of issues relating to access controls and security systems.
Skill Set:
- Active Directory
- Laptops/Desktops/Printers
- Windows Client OS
- Citrix
- O365
- SCCM
- Mobile Device Management (Intune)