job / it service desk analyst west central scotland glasgow 3700
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IT Service Desk Analyst - Glasgow

£Competitive Salary - I.T - Technology & Data
Ref: 3700 Date Posted: Friday 10 Aug 2018
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IT Service Desk Analyst required for our client; a global professional services firm based in Glasgow to be engaged on a 6-month fixed term contract. This exciting opportunity is offered on a rotating evening shift basis between 12 noon and 12 midnight.

You will be required to provide a professional IT Support service to the whole firm. The role involves end-to-end management of all software and hardware incidents and service requests by providing remote, at desk, Audio Visual, desk phone, mobile device and floor walking support. Tasks will be allocated on a defined Rota, with duties such as remote support via the telephone, email, desk side support, and floor walking with project support tasks as required. 

Main responsibilities:

  • Provide 1st & 2nd level support of all incidents and service requests of all IT systems/services IT support via remote control, telephone support and "At desk" support
  • 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 IT 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 joiners, leavers etc.
  • Configuration and asset management
  • Knowledge management
  • Management/support of pool and permanent laptops
  • Management/support of remote working
  • Management of user administration
  • Blackberry support
  • Point of contact for projects within the firm from inception through to "business as usual"
  • Desktop phone support 
  • AV and VC Overflow support

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
  • Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items

As well as the outlined technical capabilities, you must have excellent customer service skills with enthusiasm and a positive can-do attitude. Clear and effective communication skills are key in providing a highly-responsive, personable and productive IT support service to exceed customer expectations. You will have experience working in accordance to ITIL processes and procedures with the ability to perform tactfully in pressurised situations. You will demonstrate excellent attention to detail, motivation and knowledge of identifying and escalating business impacting incidents.

£Competitive Salary (DOE). For more information please contact Lynsey Kerr on (0)141 530 533 or by email to