Service Desk Analyst - 6 month FTC

Change Digital – Digital & Tech Recruitment; Glasgow; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Change Digital – Digital & Tech Recruitment in Glasgow is seeking an IT support professional for a 6‑month fixed term contract. You will provide 1st and 2nd line support, manage a large pool of laptops, and assist with remote working and user administration.

The role operates on a hybrid basis (2 days in the office, 3 from home) with training in the initial period, and may require occasional evening or weekend work.

Qualifications

• Experience in an IT support role.
• Strong communication and customer service skills.
• Familiarity with ITIL processes and procedures.

Responsibilities

• Day-to-day user support and liaison with IT Service Desk in other global offices to resolve issues.
• Management/support of a large pool of laptops.
• Management/support of remote working.
• Management of user administration.
• AV and VC overflow support.
• Managing spare PCs, upgrades and replacements.
• Accurate ticket logging of all IT incidents and service requests whilst managing and owning individual ticket queue within the Service Management solution.

Skills

IT support

Customer service

ITIL

Analytical thinking

Communication

Team player

Adaptability

Working under pressure

Tools

Office 365

Active Directory

Windows Server

MDM (Intune/Blackberry UEM)

VPN

Citrix

CRM

Job description

Do you have excellent customer service skills ?

Are you experienced providing 1st and 2nd line IT support ?

Would you like to work for a global company who operate from prestigious offices in the centre of Glasgow ?

You will be working on a rotating shift pattern between the hours of 7am - 8pm.

This is a 6 month Fixed Term Contract (salaried role)

Its hybrid working, 2 days in the office and 3 from home. (5 days in office initially during training)

Main responsibilities include:

• Day-to-day user support and liaison with IT Service Desk in other global offices to resolve issues
• Management/support of a large pool of laptops
• Management/support of remote working
• Management of user administration
• AV and VC overflow support
• Managing spare PCs, upgrades and replacements
• Accurate ticket logging of all IT incidents and service requests whilst managing and owning individual ticket queue within the Service Management solution

Your skills will include:

• Previous experience in an IT support role
• Good analysis and troubleshooting skills of all IT incidentsExcellent communication skills with strong customer service focus and good attention to detail
• Ability to perform well under pressure and use initiative
• Able to work effectively alone and within your team or project
• Work in accordance to ITIL processes and procedures
• Intermediate to advanced skills in Office 365

Technical skills:

• Microsoft Windows 10, Microsoft Active Directory
• Microsoft Windows Server
• MDM solution (Blackberry UEM & Intune)
• CRM software
• Remote working solutions eg.VPNs and Citrix
• Building PCs and troubleshooting support issues
• Highly motivated and willing to continually update knowledge and skill sets
• Flexibility: may occasionally be required to work evenings and weekends

This is a fantastic opportunity to join this leading company who offer a great working environment.