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IT 1st Line Support Analyst

City Building Engineering Services (CBES)

Glasgow

On-site

GBP 25,000 - 35,000

Full time

2 days ago
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Job summary

A leading engineering services firm in Glasgow is seeking an IT 1st Line Support Analyst to provide support and maintenance for business systems. The ideal candidate will have experience in desktop support, good communication skills, and a proactive approach to problem-solving. This role requires a degree level qualification and ITIL v3 Foundation, focusing on providing excellent customer support to internal users.

Qualifications

  • Experience of supporting iOS and Android devices.
  • Worked on a 1st/2nd line Service Desk.
  • Ticket handling knowledge.

Responsibilities

  • Be a first point of escalation from the 1st line team.
  • Help monitor the service desk and manage ticket levels.
  • Deliver support to existing business users and investigate faults.

Skills

Experience of supporting enterprise desktop estates (Windows 10)
Ability to learn fast and take ownership of issues
Good telephone manner, customer care
People skills
Event and Log analysis experience

Education

Degree level qualification
ITIL v3 Foundation
Educated to S/NVQ for Information/Communication Technology

Tools

Service Desk Management tool
Active Directory
Office 365
Remote Desktop Services

Job description

JOB PURPOSE:

IT 1st Line Support Analyst are responsible for the provision of FPOC support services on CRH business systems and services.

Principal Tasks And Responsibilities

Support Services

  • Be a first point of escalation from the 1st line team with any queries and issue.
  • Help monitor the service desk and manage tickets levels as required.
  • Ensure ticket levels are kept similar levels.
  • Escalate problem tickets to a higher level if required.
  • Look for trends with re-occurring issues.

Administration

  • Basic administration of the following systems
  • Service Desk Management tool
  • Desktop & Device Management tool
  • AV Technologies
  • Active Directory
  • Office 365
  • Remote Desktop Services
  • MDM Support (Intune)

KEY RESULT AREAS

  • Providing support, configuration and maintenance on CRH’s devices and services, by becoming an expert on the use of all aspects of these systems.
  • Delivering support to existing business users and investigating and resolving faults.
  • Working with colleagues in identifying and proposing system changes, better uses, enhancements and developments and liaising with appropriate vendors, users and the IT Team.

Skills/Experience

Professional/Academic/ Vocational Qualifications

  • Ideally educated to S/NVQ for Information/ Communication Technology, or sound experience in a comparable role.
  • Worked on a 1st/2nd line Service Desk
  • Degree level qualification
  • ITIL v3 Foundation

Specific Knowledge

  • Experience of supporting enterprise desktop estates (Windows 10)
  • Administration of Windows Desktop (GPO & Remote management)
  • Ticket handling knowledge
  • Experience of supporting iOS and Android devices

Specific Skills

  • Ability to learn fast and take ownership of issues to completion.
  • A good technical base of understanding and decision making.
  • Queue handling ability
  • People skills
  • Event and Log analysis experience.
  • Good telephone manner, customer care, communication skills

Demonstrated Behaviours

  • Excellent verbal and written communication skills
  • Pragmatic and flexible approach
  • Can-do attitude
  • Excellent interpersonal skills
  • Information acquisition
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