1st line IT support (onsite)

hackajob; City of Edinburgh; On-site; GBP 30,000 - 45,000; Full time

Job summary

hackajob recherche un Analyste de Support sur Site à Édimbourg pour résoudre les défis techniques et assurer un environnement informatique efficace. Le candidat idéal aura une expérience dans le support deskside et possédera des compétences exceptionnelles en service à la clientèle et en communication. En utilisant des outils comme ServiceNow, il ou elle jouera un rôle clé dans le maintien d'une infrastructure informatique fluide.

Qualifications

• Expérience en support deskside.
• Excellentes compétences en communication.
• Capacité à expliquer des concepts techniques aux utilisateurs non techniques.

Responsibilities

• Point de contact principal pour un support technique local.
• Résoudre les défis techniques liés aux TI.
• Maintenir une infrastructure TI fiable.

Skills

Deskside support

Customer service orientation

Communication skills

IT infrastructure understanding

Troubleshooting methodologies

Education

ITIL v4 certification

Tools

ServiceNow

JIRA

Job description

hackajob is collaborating with Version 1 to connect them with exceptional tech professionals for this role.

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

We are looking for a skilled and results-oriented Onsite Support Analyst based in Edinburgh. In this role, you will serve as the primary point of contact for local technical support at our organisation's customer site. Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. Whether addressing first-level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.

The ideal candidate will play a pivotal role in resolving advanced technical issues within AWS, VMware, Microsoft Office, and Windows service environments. This position requires proficient knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support. Experience with JIRA is preferable.

Skills, Education & Qualifications

• Good experience in deskside support.
• Strong customer service orientation with excellent communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools (e.g., ServiceNow).
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred