Service Desk Analyst - FTC

Change Digital – Digital & Tech Recruitment; Glasgow; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Great working environment

Office in Glasgow centre

Job summary

A global technology recruitment firm is looking for IT Support professionals to provide excellent service and support to users. Working in a hybrid model, you will manage user issues, laptops, and administrative tasks. The ideal candidate will have a strong IT support background, excellent communication skills, and the ability to work under pressure. You will have technical skills in Windows environments and experience with ITIL processes. Join this leading company and enjoy a supportive working environment.

Qualifications

• Experience in an IT support role is a must.
• Good analysis and troubleshooting skills required.
• Excellent communication with a strong customer service focus.
• Excellent 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.

Responsibilities

• Provide day-to-day user support and liaise with IT Service Desk.
• Manage and support a large pool of laptops.
• Oversee user administration and AV/VC support.
• 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

Customer service

Troubleshooting skills

Communication skills

Attention to detail

Ability to work under pressure

Teamwork

ITIL processes

Office 365

Tools

Microsoft Windows 10

Microsoft Active Directory

Microsoft Windows Server

MDM solutions (Blackberry UEM & Intune)

VPNs and Citrix

CRM software

MDM (Blackberry UEM & Intune)

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. Please on apply if you are able to work during these hours.

There is a 12 month and 6 month role available.

Its hybrid working, 2 days in the office and 3 from home.

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 incidents
• Excellent 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.

For more information please get in touch asap.