Vacancy Detail

Service Desk Analyst

Salary: £21,000 - £24,000pa
Location:
Ref: EU Serv Desk
Job description
End User Service Desk Analyst - up to £24,000 pa
My private sector client has identified a requirement for an End User, Service Desk Analyst. Typically a 2nd line support, desk based role within the organisations Scottish Headquarters based in Bellshill.

Reporting to the Service Desk Team Leader you will be responsible for diagnosing and resolving incidents. This job description is not fully comprehensive of all duties and responsibilities, therefore, there may be an expectation from the business for an employee to perform additional duties or responsibilities not listed in the job description. This also may mean the business can amend the job description from time to time.

Duties and Responsibilities
Reporting to the Team Leader the role will include remotely diagnosing and resolving incidents using remote
access software and verbal communication. A highly motivated and conscientious individual your main areas of responsibility will be:
• Ensure customers tickets are responded to within SLA.
• Ensure communication with the customer is regular with regards to their incident/change request.
• Diagnose and resolve incidents using remote access tools and verbal instructions.
• Update ticketing system and technical information repository with detailed notes.
• Liaise with partners and third parties to aid in the resolution of incidents.
• Maintain a high-quality service to our customers
• Other ad-hoc duties as requested by your line manager

Knowledge, Skills and Experience
Your qualifications
• There are no required qualifications, however preference will be given to candidates with
Microsoft or other vendor accreditation.
Your skills & knowledge
• Knowledge of a server and networked environment.
• Desktop support experience.
• Knowledge of Backup technologies.
• Good telephone manner.
• Experience with Microsoft Exchange.
• Good problem solving and analytical skills with a confident pro-active approach to work.
• Ability to work in a highly functional team.
• Strong communication and knowledge sharing skills.
• Methodical with attention to detail and the ability to maintain a consistent approach.

Technical Services
Job Description

Desirable Skills/Knowledge
• Virtualisation technologies
• A good understanding of Firewalls.
• Routing and Switching.
• Enterprise Anti-Virus software, e.g. Sophos
• Office 365.

Your experience
• A minimum of 3 years server and 5 years desktop experience is desirable.
Your behaviours
• Effective communication skills are essential along with time and workload management skills. You
should be able to prioritize your work based on the customers’ needs and have excellent
organisational skills to manage multiple cases at the same time.
• Demonstrate ownership of personal, team and departmental work.
• Demonstrate enthusiasm and proactively seek opportunities to improve job role.
• Demonstrate commitment to the role, team and company, and will go the extra mile when
required.
• Demonstrate creativity and react positively to new challenges and change.
• Demonstrate a logical approach to problem solving and be unafraid to challenge convention.
• Demonstrate approachability and inspire confidence and trust in both internal and external
customers.