2Nd Line IT Service Desk Analyst

Gold Group; City of Edinburgh; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading IT Managed Service Provider in Edinburgh is seeking a 2nd Line IT Service Desk Analyst to deliver exceptional technical support to end-users. Responsibilities include troubleshooting hardware and software issues, maintaining accurate records of user interactions, and driving customer satisfaction. Ideal candidates will possess a Bachelor's degree in IT and experience in an IT Service Desk environment. A driving license is also required. This is a hybrid role with a competitive salary ranging from £28,000 to £35,000.

Qualifications

• 3+ years' experience in an IT Service Desk/Helpdesk Function.
• Soft Skills: Customer Service, telephony, communication.
• Driving Licence required.

Responsibilities

• Provide technical support and assistance to end-users.
• Troubleshoot and resolve hardware, software, and network issues.
• Log all support interactions in the ticketing system.

Skills

Customer Service

ITIL Framework

Microsoft 365 administration

Troubleshooting

Communication

Education

Bachelor's degree in information technology or related field

Tools

Microsoft 365

Azure

Halo PSA

N-Able N-Central

Job description

Overview

2nd Line IT Service Desk Analyst
Job Type: Permanent Full-Time - Hybrid 3 days in the office / 2 days WFH
Location: Edinburgh City Centre
Salary: £28,000.00-£35,000 (depending on experience)

MUST HAVE A DRIVERS LICENSE

Hours of work: 37.5 per week between 7:30 - 18:00 with 1h lunch break (rotating shifts 08:30-17:00 or 07:30 - 16:00 or 09:30 - 18:00)

My client is a leading IT MSP based in the Edinburgh area who are recruiting for a 2nd Line IT Service Desk Analyst.

Responsibilities

• Provide an exceptional customer experience through technical support and assistance to end-users remote or on-site as required.
• Troubleshoot and resolve hardware, software, and network issues promptly and effectively.
• Fix 70% of incidents at first contact (when possible).
• Achieve overall customer satisfaction of 95%.
• Achieve overall customer service level (SLA) of 98%.
• Ensure adherence to performance targets.
• Ensure that incidents are dealt with according to customer and priority needs.
• Log all support interactions and maintain accurate records of user inquiries, problems, and resolutions in the ticketing system.
• Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.
• Escalate complex technical issues to appropriate team member or third-party vendors for resolution.
• Follow processes to ensure that a high quality of service is provided to internal and external customers.
• Desire to build relationships within the service desk team and the wider organisation.
• Understand the business Objectives, Vision, Mission and Values.
• Support the organisation's commitment to good quality and information security management (ISO 27001 and ISO 9001 certifications) by adhering consistently to policies and procedures.

Knowledge, Skills, and/or Abilities Required

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience).
• Knowledge of ITIL Framework; ideally ITIL Foundation.
• 3+ years' experience in an IT Service Desk/Helpdesk Function.
• Experience with Microsoft 365 administration, Intune/Endpoint Manager and Azure fundamentals.
• Knowledge of Service Management Platforms such as Halo PSA and N-Able N-Central.
• Knowledge of Microsoft's 365 Cloud Administration and Configuration.
• Soft Skills: Customer Service (interpersonal skills, telephony, communication, active listening and customer-care).
• Experience with Server hardware RAID rebuilds and restores.
• Understanding of WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, RDP, and Remote Desktop Control.
• Hands-on experience with scripting or automation (desirable).
• Driving Licence.
• Team player with ability to thrive in a collaborative environment; contribution to team success.
• Demonstrable problem-solving skills, tenacity under pressure, and a methodical approach to investigations.
• Ability to prioritise multiple high-urgency tasks, balancing reactive support with proactive improvements.
• IT certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft certifications (MS900, AZ900, MD103), ITIL Foundation, Watchguard, Unify, CISCO etc are a plus.
• Proven experience in a technical support role, preferably in a service desk environment.
• Strong understanding of hardware, software, and network troubleshooting techniques.
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving and analytical skills, with attention to detail.
• Ability to work effectively in a fast-paced environment and meet SLAs.
• Ability to adapt to changes quickly; self-motivated and self-disciplined; calm under pressure and tenacious in problem-solving.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.

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