IT Service Desk Analyst

Brightwork Limited; Glasgow; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Brightwork Limited is seeking an IT Service Desk Analyst to provide first line IT support for hardware, software and network issues. The role is hybrid: three days onsite and two days at home, supporting a global business.

You will handle Windows/Linux environments, manage user communications, and escalate tickets as required while maintaining end-user devices and documentation.

Qualifications

• Experience of Service Desk/desktop support in a Windows environment.
• Proficiency with Windows Server and Active Directory.
• Experience with Exchange Server and MS Office 365.
• Familiarity with Ivanti ITSM, firewalls and VPN is desirable.
• ERP experience, SAP in particular, is advantageous.

Responsibilities

• First line IT technical support: hardware, software and network issues.
• Actively communicate with users to keep them updated on tickets.
• Prioritise and/or escalate tickets as needed.
• Build, deploy, configure, troubleshoot and fix computers for end users.
• Maintain end user hardware/software and asset inventory.
• Create and maintain documentation and SOPs for 1st line IT processes.
• General network administration.

Skills

Service Desk/desktop support

Windows/Linux networking

Network troubleshooting

O365

Active Directory

Exchange Server

SQL Server

IT security basics

Tools

Windows Server

Active Directory

Exchange Server

MS Office 365

Ivanti ITSM

Firewalls/VPN

SAP ERP

SQL Server

Linux

Job description

Our client is currently recruiting an IT Service Desk Analyst who provide first line IT technical support to associates , in terms of hardware , software , and operational problems.

Responsibilities

• First line IT technical support: general support of users on the Windows/Linux network
• Actively communicate with users through system in order to keep them up-to-date on their support requests
• Prioritising and/or escalation of tickets

• Build , deploy , configure, troubleshoot , and fix computers for end users
• Maintain end user hardware I software as required, including mobile/desktop phones, printers, barcode scanners, laptops, desktop PCs
• Maintain inventory of end user hardware / software in asset management systems
• Create and maintain documentation and SOP ' s for 1 st line IT technical support processes
• General network administration

Experience

• Experience of Service Desk/desktop support in a Windows environment
• Windows Server, Active Directory Network Administration
• Exchange Server, MS Office 365 services skills and experience
• Microsoft Certification , SQL Server , Linux, Network troubleshooting (TCP/IP, LAN, WAN etc.), O365, Ivanti ITSM, firewalls/ VPN would be desirable
• ERP experience would be an advantage, SAP in particular

Please note this will be a hybrid role - 3 days onsite, 2 days home

This is an excellent opportunity to join a successful global business.