Clydebank
Permanent | Hybrid working options available
We are partnering with a fantastic business in Glasgow who are looking for a
Service Delivery Analyst
to join an established IT function. Acting as the first point of contact on the service desk, you will provide 1st line IT support across the business. This role will be responsible for managing all new incidents and requests logged to the Service Desk, ensuring a high-quality and customer-focused service.
Key Responsibilities:
* Respond quickly and professionally to incidents and requests submitted via the Self Service Portal and email
* Provide support for hardware such as PCs, laptops, mobile devices, and printers
* Handle service requests relating to access, applications, hardware, and joiner/leaver processes
* Create and maintain knowledge base articles to empower end users and reduce call volumes
* Collaborate with IT teams to facilitate change and introduce new services
* Work closely with colleagues to resolve problems efficiently within the Service Desk and resolver groups
* Ensure clear, concise ticket notes are maintained in the ITSM tool for all incidents and requests
* Identify opportunities for
Continuous Service Improvement (CSIP)
* Maintain the Asset Database with accuracy and consistency
* Play a key role in
Major Incident Management (P1 & P2 scenarios)
Candidate Criteria:
Essential:
* HNC/HND or equivalent experience
* Experience in a commercial environment, ideally supporting a large and diverse user base
* Excellent problem-solving skills
* Strong communication skills
Desirable
* Networking (DHCP/DNS/VLAN/Routing) and hardware support
* Mobile device, desktop, and printer hardware support
* Windows 10/11 – installation, configuration, and support
* Windows Server technologies
* Antivirus solutions
* Active Directory administration
* Microsoft Exchange
* Azure (fundamentals)
* MDM administration (InTune)
* Office 365 administration
* VPN/Remote access support
* Experience with ITSM tools (e.g. Freshservice)
Employee Benefits:
* 30 days annual leave, plus your birthday off
* Buy or sell up to 5 days of additional leave per year
* Industry-leading pension package
* Bupa private medical insurance
* Hybrid working model (office & home)
* Subsidised onsite lunches
* Free onsite parking & EV charging
To be considered, please apply and someone will be in touch