job / it service desk analyst (backshift) 5495

IT Service Desk Analyst (Backshift) - Glasgow

£Excellent Salary (DOE) + Benefits - Technology & Data
Ref: 5495 Date Posted: Friday 08 Oct 2021
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A new opportunity has arisen for an enthusiastic and service-minded IT Service Desk Analyst to join the technical function of this large professional services firm in Glasgow. 

You will be required to provide a professional IT Support service to the whole firm, including local, regional and international offices. This will include end to end management of all software and hardware incidents and service requests by providing support via phone and email, at client desk, remote, Audio Visual, desk phone, mobile device and floor walking - with tasks allocated on a defined rota.

This is a back-shift role with core working hours of 2pm to 12am - Mon to Fri 8.5 hours a day (including an hour for break) based on a rotating shift pattern

Main responsibilities:

  • Provide 1st line support by incoming Phone and Email & 2nd level investigative support of all incidents and service requests of all IT systems/services IT support via remote control, telephone support and "At desk" on a rotating shift pattern.
  • Provide floor walking support to the Glasgow office on a Rota basis, log all incidents and requests that arise through floor walking.
  • Support international offices with equivalent services.
  • Accurate ticket logging of all IT incidents and service requests whilst managing individual ticket queue within the Service Management solution.
  • End to end ownership of all IT tickets including being responsible for all communication and the technical resolution.
  • Follow the escalation process to ensure a consistent and professional IT support service is offered to the firm.
  • Manage all end user administration such as onboarding, offboarding etc.
  • Configuration and asset management.
  • Knowledge management; contribute towards the internal KB.
  • Management/support of pool and permanent laptops.
  • Management/support of remote working technology.
  • Management of user administration.
  • UEM support.
  • Point of contact for projects within the firm from inception through to "business as usual".
  • AV and VC Overflow support.

Essential skills and experience:

Soft Skills:

  • Excellent Customer service skills
  • Consistent provision of a responsive, effective and personable service
  • Work in accordance to ITIL processes and procedures
  • Use of initiative with a positive and a can-do attitude
  • Identify business impacting incidents and escalate according to the escalation process
  • Ability to communicate effectively with a confident telephone manner
  • Excellent attention to detail and in all written communication

Documentation skills:

  • Technical documentation
  • Knowledge management

Technical Skills:

  • Analysis and troubleshooting skills of all IT incidents
  • Microsoft Office XP/WIN7/2003 and 2010 – Word, Excel, Outlook & PowerPoint
  • Microsoft Windows XP Workstation
  • Worksite/FileSite or similar content management application
  • Interaction or similar client relationship management (CRM) application
  • Bighand 3 or similar digital dictation software
  • AD administration
  • K Vault Email archiving (KVS) or similar email archiving solutions

Desired experience:

  • Knowledge of remote working solutions such as ADSL, Broadband, 3M and VPN's (virtual private network)
  • Knowledge of building PC's and troubleshooting support issues
  • Knowledge of configuring and troubleshooting support issues
  • Bilingual any of the following languages: Italian, French, German, Spanish, Mandarin

Excellent Salary (DOE) + Benefits. Our client offers hybrid working arrangements, including WFH. Please apply by sending your updated CV to stuart@lusona.co.uk.