Service Desk Analyst

Do you have excellent customer service skills

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

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

My client is looking for an experienced Service Desk Analyst to join the team on a permanent basis.

This role is to cover evening shifts between 12 noon and midnight so please only apply if you are able to work during these hours.

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
• Mobile device support, including BlackBerry, iPhone or Android devices
• AV and VC overflow support
• Managing spare PCs, upgrades and replacements
• Setting up new joiner IT equipment
• 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
• File management system e.g iManage
• MDM solution (Blackberry UEM & Intune)
• Collaboration Tools (MS Teams, Zoom)
• 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