Description
Venesky-Brown's client, a public sector organisation in Clydebank, is currently looking to recruit x 2 IT Support Analyst for initial 3 month contracts on a rate of £175-£200/day (Inside IR35). These roles will be based onsite in Clydebank working 5 days per week.
Responsibilities:
- To respond to Service Desk calls in support of the IT Service Desk Supervisor under the direction of the Engineering Manager.
- To correctly update and record full details of user IT faults and IT/Information Services requests on the Service Desk System, updating fully notes of any work done including correspondence or discussions with users.
- Ensure that User interaction with the Service desk Team is a positive one by maintaining a High quality of Customer Service.
- Attempting to resolve incidents and other service requests at first line support through the phone or MS Teams.
- Use of remote management tools when appropriate with the aim to achieve a first-time fix.
- Identifying the appropriate SLA for the call.
- Passing calls to the relevant teams for resolution or further diagnosis when required.
- Keeping customers informed on request status and progress.
- Monitoring the request life cycle, including closure and verification.
- Communicating planned and short-term changes of service levels to Customers.
- Co-ordinating second line and third-party support groups
- Closing incidents and confirmation with the Customer.
- Contribute to Problem identification proactively or preparing adhoc queries to the Service Desk
- System administration functions on a daily basis including resetting printers, reseting user sessions within a number of environments and actively participates in the drafting and maintenance of policies, standards and procedures for the Service Desk.
- Other relevant duties as directed by the Service desk supervisor or Engineering manager.
Essential Skills:
- High level of IT Keyboard Skills and experience of varied IT equipment and systems is essential including Microsoft M365 and Teams.
- Educated to SVQ III level with IT content.
- Good communication and negotiating skills and the ability to diplomatically deal with all levels of users and senior management.
- Proven approach to organisation, administration, documentation and workload prioritisation with demonstrable proactive initiative.
- Good awareness of IT Security and Data protection.
- Excellent communication and customer service skills.
- ITIL processes Awareness.
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
- To respond to Service Desk calls in support of the IT Service Desk Supervisor under the direction of the Engineering Manager.
- To correctly update and record full details of user IT faults and IT/Information Services requests on the Service Desk System, updating fully notes of any work done including correspondence or discussions with users.
- Ensure that User interaction with the Service desk Team is a positive one by maintaining a High quality of Customer Service.
- Attempting to resolve incidents and other service requests at first line support through the phone or MS Teams.
- Use of remote management tools when appropriate with the aim to achieve a first-time fix.
- Identifying the appropriate SLA for the call.
- Passing calls to the relevant teams for resolution or further diagnosis when required.
- Keeping customers informed on request status and progress.
- Monitoring the request life cycle, including closure and verification.
- Communicating planned and short-term changes of service levels to Customers.
- Co-ordinating second line and third-party support groups
- Closing incidents and confirmation with the Customer.
- Contribute to Problem identification proactively or preparing adhoc queries to the Service Desk
- System administration functions on a daily basis including resetting printers, reseting user sessions within a number of environments and actively participates in the drafting and maintenance of policies, standards and procedures for the Service Desk.
- Other relevant duties as directed by the Service desk supervisor or Engineering manager.
Essential Skills:
- High level of IT Keyboard Skills and experience of varied IT equipment and systems is essential including Microsoft M365 and Teams.
- Educated to SVQ III level with IT content.
- Good communication and negotiating skills and the ability to diplomatically deal with all levels of users and senior management.
- Proven approach to organisation, administration, documentation and workload prioritisation with demonstrable proactive initiative.
- Good awareness of IT Security and Data protection.
- Excellent communication and customer service skills.
- ITIL processes Awareness.
If you would like to hear more about this opportunity please get in touch.