Overview
Ashurst – Glasgow, United Kingdom
IT Service Desk Analyst - 6 Month FTC
Responsibilities
* Day-to-day user support and liaison with the IT Service Desk in other Ashurst offices to resolve issues
* Management/support of pool and permanent laptops
* Management/support of remote working
* Management of user administration
* Mobile device support, including BlackBerry, iPhone or Android devices
* AV and VC overflow support
* Managing spare PCs, upgrades and replacements
* Setting up new joiner IT equipment
Tasks will be allocated on a defined roster with duties such as phone support, IT support via remote access, email support, floor walking and project support tasks as required. Understand the IT requirements of the local business and act accordingly, to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service.
Hours
The working hours are 37.5 hours per week, to be worked on a rotating shift pattern each day from Monday to Friday, between the hours of 7am and 8pm.
Qualifications
* Previous experience in an IT support role
* Good analysis and troubleshooting skills of all IT incidents
* Excellent communication skills with strong customer service focus and good attention to detail
* Ability to perform well under pressure and use initiative
* Ability to identify business impacting incidents and escalate according to the escalation process
* Able to work effectively alone and within your team or project
* Work in accordance to ITIL processes and procedures
* Intermediate to advanced skills in Office 365
Employment details
* Full-time
* 6 month fixed term
* Hybrid working; based in the Glasgow office
Note: This description preserves the content of the original posting and focuses on responsibilities, qualifications and role expectations.
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