Remote Service Desk Analyst - 1st Line IT Support (On-Call)

GMA Consulting; Livingston; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

GMA Consulting is seeking an IT Service Desk Analyst to join their UK team. This role is work-from-home with monthly meetings in Livingston, requiring the ability to travel within commutable distance.

You will provide 1st line support to external customers, log and escalate tickets, and ensure timely resolutions while maintaining service levels. A UK work visa is required, and the candidate should be motivated to build a career in IT.

Qualifications

• Ideally you should have some experience in Service desk/IT support.
• Experience in customer service.
• Drive to understand and solve problems.
• A strong interest in building a career in IT.
• The ability to work back shifts and oncall as part of your working pattern.
• YOU MUST HOLD A VALID UK WORK VISA.

Responsibilities

• Provide 1st line IT support for external customers.
• Deliver 1st fix or escalate to 2nd/3rd line as needed.
• Handle support queries via phone, email and web.
• Maintain high levels of customer service and adhere to service management principles.
• Take ownership of user problems and be proactive in resolution.
• Log calls on the call management system and escalate where appropriate.
• Identify parts and engineer skill levels for on-site visits.
• Assist remote resolution via scripting or remote access.
• Work to meeting customer SLAs.

Skills

Customer service

Problem solving

Communication

On-call

Tools

Remote Desktop

Service desk software

Job description

GMA Consulting is seeking an IT Service Desk Analyst to join their UK team. This role is work-from-home with monthly meetings in Livingston, requiring the ability to travel within commutable distance.

You will provide 1st line support to external customers, log and escalate tickets, and ensure timely resolutions while maintaining service levels. A UK work visa is required, and the candidate should be motivated to build a career in IT.