Position: IT Service Specialist (Line 1)
Location: Moodiesburn, Glasgow (On-site)
Schedule: Monday to Friday
Employment Type: Full-Time, Permanent
Role Overview
The IT Service Desk Analyst serves as the primary point of contact for internal IT queries and technical issues. This role involves logging, diagnosing, and resolving standard technical problems or escalating more complex issues to higher-level support. The objective is to ensure seamless operation of end-user systems while maintaining high levels of user satisfaction.
This position plays a key role in delivering reliable, high-quality IT support and contributes directly to the effectiveness and success of the IT department.
Key Responsibilities
* Respond to IT service requests submitted via portal, email, phone, or chat.
* Perform initial diagnosis and resolve known issues.
* Troubleshoot unfamiliar issues following established procedures.
* Escalate unresolved problems to Level 2 support or appropriate teams, providing all relevant details.
* Monitor outstanding tickets to ensure timely resolution in line with service expectations.
* Maintain accurate records of incidents and service requests; contribute to knowledge base documentation including error fixes and workarounds.
* Ensure high customer satisfaction through clear communication and prompt issue resolution.
* Adhere to IT service desk policies, procedures, and best practices.
* Support onboarding/offboarding, account setup, permissions management, and equipment provisioning.
* Collaborate with other IT teams on administrative tasks, projects, and broader IT initiatives as required.
* Work with IT business partners to improve service delivery and positively influence user satisfaction metrics such as Net Promoter Score (NPS).
Skills, Knowledge, and Experience
Essential:
* Minimum 1 year of experience in a technical support role.
* Basic understanding of computer hardware, software, and networking.
* Strong verbal and written communication skills.
* Ability to troubleshoot and resolve basic to moderate technical issues.
* Relevant certifications (e.g., Microsoft 365 administration, Cisco CCNA) are advantageous.
Desirable:
* ITIL v4 Foundation certification.
* Experience in regulated sectors such as Food or Life Sciences.
Core Competencies
* Problem-solving and analytical thinking
* Meeting deadlines and managing workload effectively
* Technical proficiency and adaptability
* Attention to detail
* Strong communication and collaboration
Benefits:
* Annual Leave: 36 days (including bank holidays) The only fixed days are Christmas Day, Boxing Day, and New Years Day so the remaining 33 days can be used throughout the year
* Pension: Up to 6% match
* Life Assurance: x5 salary
* Hours: 37.5
To be considered for this opportunity please apply or reach out to Sophie at Nine Twenty.07775 380 860
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