2nd Line IT Service Desk Analyst

Gold Group; Scotland; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading IT services provider in Edinburgh is seeking a 2nd Line IT Service Desk Analyst. This permanent full-time role offers a hybrid work model, requiring 3 days in-office and 2 days working from home. The ideal candidate will have at least 3 years of experience in an IT Service Desk environment and a Bachelor's degree in IT. Key responsibilities include providing technical support, troubleshooting issues, and maintaining customer satisfaction. A valid driving license is required.

Qualifications

• Bachelor's degree in information technology, Computer Science, or related field.
• 3+ years experience in an IT Service Desk/Helpdesk Function.
• Knowledge of ITIL Framework; ideally having an ITIL Foundation.
• Driving License.

Responsibilities

• Provide technical support to end-users remote or on-site.
• Troubleshoot and resolve hardware, software, and network issues.
• Log all support interactions and maintain accurate records.
• Ensure adherence to performance targets.

Skills

Customer Service

Problem-solving

ITIL Framework Knowledge

Microsoft 365 Administration

Communication Skills

Network Security

Education

Bachelor's degree in IT or related field

Tools

Halo PSA

Microsoft 365

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.

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 Abilities

• 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 skills, communication skills, 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.

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