Service Desk Analyst

TVS SCS; City of Edinburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

A logistics and supply chain company is seeking a ServiceDesk Analyst to provide onsite support and manage IT applications. You will resolve complex hardware and software issues, update technical documentation, and ensure effective customer service. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and knowledge of Microsoft technologies, including SCCM. This role requires a degree and relevant certifications. Excellent opportunities await in the vibrant city of Edinburgh.

Qualifications

• Proven analytical and troubleshooting abilities.
• Experience supporting Microsoft operating systems in a networked environment.
• Ability to work independently with good self-drive.

Responsibilities

• Provide support onsite and via Service Desk Platform.
• Update technical inventory and tracking systems.
• Manage desktop systems' interactions with infrastructure.
• Research and repair complex hardware and software issues.
• Always uphold excellent customer service.

Skills

Excellent communication skills

Strong problem-solving skills

Exceptional customer service skills

Organizational skills

Knowledge of Microsoft Office Suites

Basic networking knowledge

Experience in technical support

Education

Degree in a relevant field

Certifications (MCP, CCNA)

Tools

SCCM

Windows 7 and above

Backup and anti-virus technologies

Job description

Purpose

We are looking for a ServiceDesk Analyst to work on site at one of our client's facilities. The Service Desk Analyst shall provide oversight to ensure that information systems and infrastructure are available in accordance with defined requirements, ensure established processes are followed and that requirements management practices are in place and conform to system standards. Taking direction from the Operations manager, the incumbent provides a full range of services essential for the operation of client computers and peripherals that are maintained by Local Services.

Main Duties & Responsibilities

• You will be providing support onsite, via telephone, email and a Service Desk Platform, support of IT applications, products and services, configuring, installing, and securing computer hardware, software, servers and peripherals.
• Update the technical inventory database and tracking system to reflect current request status and builds an array of technical documentation.
• Research, analyse, pilot and repair complex computer hardware and software problems.
• Manage desktop systems and their interaction with infrastructure including network, servers, identity management and other integrated technologies.
• Work is subject to general review and approvals of the supervisor(s).
• Always provide excellent customer service.

Knowledge, Skills & Experience

• Highly driven and determined individual with excellent communication skills both written and verbal.
• Strong problem‑solving skills.
• Demonstratable and proven ability to work on own initiative with good organisational skills and self‑drive.
• Exceptional customer service skills, with natural aptitude to consider impact to the customer.
• Understanding of Service and Network infrastructures.
• Knowledgeable about current Microsoft Office Suites.
• Familiar with backup and anti‑virus technologies, software deployment technologies (SCCM, Altiris, Ghost, any repackaging tools).
• Knowledgeable about basic networking (TCP/IP, DNS, routing, sub netting).
• Familiar with remote access technologies (VPN, dial‑up, terminal services).
• Thorough understanding of hardware and peripherals with experience supporting Microsoft operating systems in a networked environment; Windows 7 and above.
• Experience and skill administering enterprise Microsoft SCCM.
• Ideally degree educated with relevant certifications (MCP, CCNA, etc.).
• Proven analytical, troubleshooting and problem solving skills.
• Previous technical support or junior system administrator experience.

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer. TVS have signed the Armed Forces covenant and are a forces friendly employer.