IT Helpdesk Analyst: Fast-Track Tech Support & User Care

North East Scotland College; Aberdeen City; On-site; GBP 41,000 - 45,000; Full time

Benefits offered by this job

Disability confident employer

Flexible working options

Job summary

North East Scotland College invites applications for an IT Helpdesk Analyst to join the busy IT Helpdesk Team at Aberdeen City Campus, with travel to Altens and Fraserburgh campuses. The role focuses on first-point support, incident ownership, and effective resolution or escalation to other teams.

The successful candidate will have IT support experience, knowledge of Windows and O365, and strong customer service skills, with the ability to communicate clearly by phone and email.

Qualifications

• HNC in Computing/Technical subject or equivalent relevant experience (SCQF level 7).
• ITIL Foundation certification is desirable.
• A+ or similar IT Support certification is desirable.
• 1+ years experience in an IT technical support or IT customer service role is essential.
• Evidence of continuous professional development.

Responsibilities

• Be the initial contact for staff ITDS queries and take ownership of requests and issues.
• Resolve at first contact or escalate to the wider support teams as needed.
• Assist with IT hardware and software troubleshooting.
• Maintain good telephone, written, and people skills in daily interactions.

Skills

Telephone communication

Written communication

Listening skills

Prioritisation

Teamwork

Attention to detail

Education

HNC in Computing/Technical subject

ITIL Foundation certification

A+ or IT Support certification

Tools

Microsoft Windows

Office 365

Job description

North East Scotland College invites applications for an IT Helpdesk Analyst to join the busy IT Helpdesk Team at Aberdeen City Campus, with travel to Altens and Fraserburgh campuses. The role focuses on first-point support, incident ownership, and effective resolution or escalation to other teams.

The successful candidate will have IT support experience, knowledge of Windows and O365, and strong customer service skills, with the ability to communicate clearly by phone and email.