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Service Desk Analyst

Michael Page Technology
Job LocationEdinburgh
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time Work from home

Job Description

Contract Service Desk opportunity to cover Maternity. Initial 3 months contract, likely to run for 9-12 months.Client DetailsOur Client works to promote competition for the benefit of consumers, both within and outside the UK. They work to ensure that consumers get a good deal when buying goods and services, and businesses operate within the law.Description

  • To provide IT equipment, user accounts and telephony (MS Teams / Skype for Business, Apple and Android mobile phones) support to staff in accordance with recognised service delivery principles and agreed delivery targets.
  • To provide daily support / adhoc maintenance for the Edinburgh Microsoft Surface hub in collaboration with the London AV Team.
  • Experience in patching and troubleshooting basic network issues involving deskside cabling systems.
  • To offer IT and telephony assistance to staff as required by responding to any enquiries and service requests, resolving any hardware or software incidents/ problems, by means of face-to-face support and remotely for other sites / home users.
  • To ensure all queries raised to the ServiceDesk are responded to in accordance to agreed SLAs, logged on the call logging system and then assigned to the appropriate resolver group, keeping all records up-to-date and providing the end user with periodicprogress updates.
  • To assist in 1st and 2nd line support for the Office 365 applications and other end user products, such as Adobe products, Skype for Business / MS Teams and Outlook Exchange. Duties will include testing, researching and troubleshooting user queries withthe occasional provision of basic one-to-one training.
  • To support the email classification and secure transfer system and support the management of security breaches.
  • To produce and maintain process and "how to" documentation to serve as knowledge base articles for internal us.
  • To provide IT support to Devolved Nation IT projects such as any internal office expansion and potential office moves with the possibility of occasional travel to support the remote sites.
Profile
  • Well-developed IT skills with proven knowledge and demonstration of Microsoft Office with a focus on O365 applications and Skype for Business / MS Teams.
  • Proven knowledge and/or experience of onsite and remote support, including the deployment of end user devices such as laptops and mobile phones.
  • Experience of working in a similar IT support role, with familiarity of IT Service Management tools.
  • Good communication, experience of collaboration and excellent customer engagement skills with business users and staff at various levels in a customer focused service environment.
  • Strong organisational skills, with the ability to prioritise key actions and ensure delivery to specification and deadlines.
  • Proven interest in IT support services and the willingness to develop new skills within this function.
Job OfferCompetitive rate of pay. Hybrid working. Potential for extension of contract long term.

Keyskills :
IT Support1st line

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