IT Service Desk Analyst

Job type:
Start date:
3 months
Published at:
flag_no United Kingdom
Project ID:

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Venesky-Brown's client, a public sector organisation in Edinburgh, is currently looking to recruit IT Service Desk Analyst for an initial 3 month contract on a rate of £120-£130/day (inside of IR35). Due to the current circumstances this role will be remote based for the foreseeable future.

Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.
Ensure customer telephone call duration does not exceed 5 minutes where possible.
Advise customers of current service issues
Actively promote the use if iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.
Provide 1st line diagnosis and quick fix' resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.

1st line services supported and included in this role:
BitLocker encryption recovery.
Active Directory account administration
Data Access requests
Mitel Telephony requests
Supporting BlackBerry, Android and iOS on BES UEM
Equitrac Secure Printing PIN support
1st line support and resolution for issues including MS Teams, Account profiles, Outlook OST and Remote Working.

Essential Skills:
Customer Service
Team Work
Communications and Engagement
Excellent customer care, communication skills and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English)
Excellent organisational skills
Experience of working with an IT Service Desk or similar ITIL support role
Experience of incident management and working with relevant ITSM tools.
Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 10 and Microsoft Office products.
Experience of supporting Android and iOS devices (BlackBerry UEM)
Experience of supporting Bitlocker encryption
Experience of Active Directory - Users accounts and Groups

Desirable Skills:
Experience of supporting Mitel Telephony
ITIL Foundation qualified
Service Desk Institute - SDA qualified.

If you would like to hear more about this opportunity please get in touch.