Service Desk Analyst

OPTICAL EXPRESS; Glasgow; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider based in Glasgow is seeking a Service Desk Analyst to support IT operations across various sites. The ideal candidate will have experience in IT Helpdesk environments, strong analytical skills, and a customer-focused attitude. Responsibilities include managing IT tickets, providing on-site support, and ensuring high levels of customer satisfaction. This role offers an industry-leading salary, flexible hours, and various employee benefits including free eye surgery.

Benefits

Industry leading salary

29 days annual leave

Free Laser Eye Surgery

Free eye tests

Discounted prescription eyewear

Generous discount scheme

Ongoing training opportunities

Pension scheme

Qualifications

• Experience in IT Helpdesk/Service Desk/Call Centre environment.
• Confident communicator with analytical skills.
• Understanding of diverse infrastructures.

Responsibilities

• Install, configure, and maintain IT hardware and software.
• Take ownership of IT tickets for resolution.
• Provide on-site support and collaborate during projects.

Skills

Analytical ability

Customer service awareness

Active Directory

Troubleshooting MS Windows 10 and 11

Microsoft Office 365

Education

MCP and/or MCSE certifications

Job description

Job Title - Service Desk Analyst

Location - Glasgow City Centre & Cumbernauld

Hours - 40 hrs per week

Optical Express is one of the World's leading providers of Laser eye surgery with the largest number of clinics throughout the UK and Europe. The group operates in the UK, Ireland, Croatia and Germany.

A fantastic opportunity has arisen to join Optical Express at a really exciting time, we are currently looking to recruit two experienced Servicedesk Analysts.

The roles can be based in our Glasgow city centre office, or our Cumbernauld office.

The role will involve supporting both the head office and operational areas of the business; as such an understanding of diverse infrastructures alongside the ability to analyse, detect, diagnose and resolve issues, whilst providing a high degree of customer satisfaction are all fundamentals. The role requires visits to our sites throughout Scotland so a driving licence is essential.

Candidates will be a confident communicator with a sound mix of analytical ability and customer service awareness gained within an IT Helpdesk/Service Desk/Call Centre environment.

Hours of work are predominantly between 8AM and 5.30PM on a rotational shift pattern basis and a degree of flexibility is required, as some weekend work will be involved.

Responsibilities

• Responsible for the Installation, configuration, and maintenance of computer hardware, software, networks, mobile devices, and printers.
• Taking end-to-end ownership of IT tickets, including communication and technical resolution.
• Appreciation of Service Level Agreements (SLA's).
• Good experience with Active Directory - adding user accounts, troubleshooting, user network access permission, AD account administration etc.
• Visiting company locations to provide on-site support and collaborating with team members during projects.
• Responsible for managing mobile devices, configuration, and troubleshooting any issues.
• Experience in troubleshooting MS Windows 10, 11 as well as Office 365.
• Microsoft accreditations such as MCP and / or MCSE and ITIL would be advantageous.
• The role requires a confident communicator with a sound mix of analytical ability and customer service awareness gained within an IT Helpdesk/Service Desk/Call Centre environment.
• Creating and applying user groups, permissions and settings using NTFS and Windows Group Policy.
• Tracking asset management by managing stock, issuing items and maintaining records.

What's in it for you?

• An industry leading salary
• State of the art, modern working environments
• 29 days annual leave
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eye wear and sunglasses
• Generous Optical Express friends and family discount scheme
• Ongoing training and development opportunities
• Pension scheme