Frontline IT Support Analyst — Training & Growth

Think Staffing; Perth; On-site; GBP 26,000 - 27,000; Full time

Job summary

Think Staffing in Perth (Scotland) is seeking a motivated 1st Line IT Support Analyst to provide frontline incident handling via phone, email, self-service, chat, and in person for walk-in customers. The role is based on site in Perth with training opportunities offered to staff and long-term employment.

The candidate should have basic IT experience and excellent communication skills; the position includes 2 alternating shifts (8:00–16:30 and 9:00–17:30).

Qualifications

• Basic technical understanding to solve simple problems.
• Basic knowledge of network troubleshooting.
• Able to work under own initiative and motivated to learn.
• Team player that contributes to team discussions and seeks clarification when unsure
• Excellent customer service skills and exceptional telephone manner
• Basic knowledge of ITIL standards
• Good knowledge of Windows 10 and Office 365; confident with minimal guidance
• Basic knowledge of iOS and Android mobile operating systems
• Full UK Driver's license or working towards having your driver's licence

Responsibilities

• Provide first line support to end users via telephone, email, chat, and in person.
• Carry out initial triage and diagnostic of problems and resolve where possible per SLA.
• Process service requests, including ordering new equipment and delivery to customer or IT centre.
• Elevate unresolved issues to appropriate support teams and third-party suppliers.
• Log and prioritise incidents and service requests in ITSM tool ServiceNOW.
• Take ownership of customer problems and communicate progress timely.
• Perform IT administration duties and maintain asset records.
• Participate in Continual Service Improvement and test updates for ServiceNow.

Skills

Communication skills

ITIL basics

Windows 10

Office 365

Network troubleshooting

Team player

UK driving license

Technical basics

Mobile OS knowledge (iOS/Android)

Tools

ServiceNOW

Job description

Think Staffing in Perth (Scotland) is seeking a motivated 1st Line IT Support Analyst to provide frontline incident handling via phone, email, self-service, chat, and in person for walk-in customers. The role is based on site in Perth with training opportunities offered to staff and long-term employment.

The candidate should have basic IT experience and excellent communication skills; the position includes 2 alternating shifts (8:00–16:30 and 9:00–17:30).