job / it service desk analyst west central scotland glasgow 4139

IT Service Desk Analyst - Glasgow

£Competitive (DOE) + Group Benefits - Technology & Data
Ref: 4139 Date Posted: Monday 05 Nov 2018
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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. This is a permanent role which has been created as a result of continued business growth and success.

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.

Please note, hours of work will be 37.5 hours per week, 8.5 hours a day (including an hour for lunch) based on a rotating shift pattern between the hours of 7am and 6pm.

Main responsibilities:

  • Provide 1st & 2nd level support of all incidents and service requests of all IT systems/services IT support via “At desk,” remote control and telephone support
  • Provide floor waking support to the Glasgow office on a rota basis, logging all incidents and subsequent support requests
  • 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

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:

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

Please apply by sending your updated CV, if you would like to discuss this opportunity in more detail please contact Lynsey Kerr by email to lynsey@lusona.co.uk.