2nd Line IT Service Desk Analyst

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

Job summary

A leading IT Managed Service Provider is seeking a 2nd Line IT Service Desk Analyst in Edinburgh. This role involves providing exceptional customer support through technical troubleshooting for hardware and software issues. With a competitive salary range of £28,000 - £35,000 and a hybrid work model, candidates should possess strong IT skills and a Bachelor's degree. Experience with Microsoft 365 is essential, and a Driving Licence is required.

Qualifications

• 3+ years' experience in IT Service Desk/Helpdesk function.
• Proven experience in a technical support role, preferably in a service desk environment.
• IT certifications like CompTIA A+, Microsoft certified, and ITIL Foundation are a plus.

Responsibilities

• Provide exceptional customer experience through technical support.
• Troubleshoot and resolve hardware, software, and network issues.
• Log support interactions and maintain accurate records.

Skills

Customer Service

Technical Support

Problem Solving

Communication

Scripting or Automation

ITIL Knowledge

Education

Bachelor's degree in IT or related field

Tools

Microsoft 365

Intune

Azure

Service Management Platforms

Job description

2nd Line IT Service Desk Analyst

Sector: IT & Telecoms  Type: Permanent

Contact: Gautam Raval  Job Published: 2 days ago

Role: 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: Driving Licence

Hours: 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:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience).
• Knowledge of ITIL Framework; ideally having an 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, you will thrive in a collaborative environment and will contribute fully to the success of your team
• Demonstrable problem-solving skills, with 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 certified (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, active listening and customer-care 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 prioritize tasks to meet service level agreements (SLAs).
• Ability to adapt to changes quickly; self-motivated and self-disciplined, remaining calm under pressure and being a capable and tenacious problem-solver.

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

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