job / it service desk analyst 4339
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IT Service Desk Analyst - Edinburgh

Up to £23,000 (DOE) pro rata - Technology & Data
Ref: 4339 Date Posted: Friday 22 Feb 2019
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Service Desk analyst required on a fixed-term 6-month basis for this established professional services firm in Edinburgh.

Joining an existing service desk team, you will be responsible for managing all 1st line support requests from across over 200 end users. You will also liaise with 2nd line support colleagues for fault escalation, ensure a high standard of service and professionalism throughout. You may also be required to support with ad hoc IT projects as necessary.

Your primary responsibilities will be:

  • Logging and tracking all calls to Service Desk;
  • Ensuring all problems are dealt with efficiently and courteously, minimising user disruption;
  • Ensuring new fault resolutions are documented and communicated into knowledge base;
  • Providing support to the IT Projects team, Development team and Business Change;
  • Acting as a specialist for all MS applications including all versions of Office;
  • Monitoring and reporting on system status including back-ups and escalations

Technical requirements:

  • Microsoft Windows 7 and 10 (with the ability to develop knowledge and offer support with future versions);
  • Active Directory;
  • Microsoft Office;
  • Backup and Restore procedures;
  • Thin Client Desktop & laptop builds; and
  • Microsoft Exchange.
  • Experience or knowledge of Practice/Document Management Systems (preferred)
  • Virtualised Desktop Infrastructure (preferred)

You must have demonstrable experience within a Service Desk environment, preferably within a professional services firm. You will have an excellent telephone manner and ability to communicate with users at varying levels of technical competence, explaining technical matters in a clear, concise manner.

Salary Up to £23,000 (DOE) For more information please contact Lynsey Kerr on (0)131 516 4333 or