1st Line Service Desk Analyst

Job Description

Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyones chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, genderidentities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.Adecco is seeking an experienced IT 1st Line Service Desk Team Leader to be based on-site with our client, based in Edinburgh city centre. Our client, a based in the Edinburgh city centre are seeking a Customer Service focused individual with an interestin developing a career within IT 1st Line Support.The role of Service Desk Analyst will be to handle inbound calls from internal customers across our clients business units. The successful candidate will require an aptitude for working with applications / systems to undertake diagnosis and resolution ofstaff IT issues whilst delivering exceptional customer service.The Service Desk provides core hour support therefore you will be required to work shifts between Monday to Sunday on a rotational basis, this will include some night shift patterns.Location: Edinburgh (EH3)Contract: 6 month FTCSalary: 28,000 p/aHours: 40 per week - shift work, Mon - Sunday (24/7 desk) Night shift rotation is required.Hybrid working -night shift will be remote workingResponsibilities Act as a single point of contact for phone calls and emails from staff regarding Multi Factor Authentication issues and queries Receiving, logging and managing calls from internal staff via telephone and online Chat 1st Line support - troubleshooting of MFA related problems, escalating to 2nd and 3rd line when necessary Troubleshoot basic network issues Escalate unresolved calls to support teams Log all calls and issue tickets Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Basic Active Directory knowledge. Resetting passwords, unlocking accounts and checking group membershipRequired Excellent communication skills and telephone manner. Excellent organisational skills You will be a self-motivated achiever who gains satisfaction from providing excellent customer serviceDesired Basic User & Security Group Active Directory administration Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010Apply now to be considered!Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy