Overview
2nd Line / 3rd Line Service Desk Analyst role for an IT MSP based in Edinburgh. Job type: Permanent Full-Time, Hybrid (3 days in the office / 2 days WFH).
Location: Edinburgh City Centre. Hours: 37.5 per week between 7:30 and 18:00 with 1 hour lunch break (rotating shifts: 08:30-17:00, 07:30-16:00, or 09:30-18:00).
Contact: Gautam Raval. Job published: 14 days ago.
Responsibilities
* Provide an exceptional customer experience through technical support and assistance to end-users, remote or on-site as required.
* Troubleshoot and resolve hardware, software, and network issues promptly and effectively.
* Fix 70% of incidents at first contact (when possible).
* Achieve overall customer satisfaction of 95% and a service level (SLA) of 98%.
* Log all support interactions and maintain accurate records of user inquiries, problems, and resolutions in the ticketing system.
* Take ownership of logged incidents and follow up with customers to ensure satisfaction with the resolution.
* Escalate complex issues to appropriate team members or third-party vendors when needed.
* Adhere to processes to ensure high-quality service for internal and external customers.
* Build relationships within the service desk team and across the wider organization.
* Understand the business objectives, vision, mission, and values.
* Support information security management by adhering to policies and procedures (ISO 27001 and ISO 9001).
Knowledge / Skills Required
* Bachelor’s degree in IT, Computer Science, or related field, or equivalent work experience.
* Knowledge of ITIL framework; ITIL Foundation is preferred.
* 3+ years in an IT Service Desk/Helpdesk role.
* Experience with Microsoft 365 administration, Intune/Endpoint Manager, and Azure fundamentals.
* Familiarity with service management platforms (e.g., Halo PSA, N-Able N-Central).
* Understanding of Microsoft's 365 Cloud Administration and Configuration.
* Strong customer service, communication, and active listening skills.
* Experience with server hardware RAID rebuilds and restores; knowledge of WAN/LAN, routers, firewalls, and security.
* Remote access solutions (VPN, RDP, Remote Desktop) support.
* Desirable: scripting or automation experience.
* Valid driving licence; able to travel if required.
* Team player with the ability to work in a fast-paced environment and manage multiple high-urgency tasks.
* IT certifications (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft certs such as MS900, AZ900, MD-103) are a plus; ITIL Foundation, WatchGuard, Unify, CISCO are beneficial.
* Proven technical support experience with clear ability to explain technical concepts to non-technical users.
Sites: Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
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