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Associate Director - IT & Telecoms - UK, EMEA, APAC
2nd Line IT Service Desk Analyst
Job Type: Permanent Full-Time - Hybrid 3 days in the office / 2 days WFH
Location: Edinburgh City Centre
Salary: £28,000.00-£35,000 (depending on experience)
MUST HAVE A DRIVERS LICENSE
Hours of work: The hours of work are 37.5 per week between 7:30 - 18:00 with 1h lunch break (rotating shifts 08:30-17:00 or 07:30 - 16:00 or 09:30 - 18:00)
My client is a leading IT MSP based in the Edinburgh area who are recruiting for a 2nd Line IT Service Desk Analyst.
2nd Line IT Service Desk Analyst
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%.
* Achieve overall customer service level (SLA) of 98%.
* Ensure adherence to performance targets.
* Ensure that incidents are dealt with according to customer and priority needs.
* Log all support interactions and maintain accurate records of user inquiries, problems, and resolutions in the ticketing system.
* Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.
* Escalate complex technical issues to appropriate team member or third-party vendors for resolution.
* Follow processes to ensure that a high quality of service is provided to internal and external customers.
* Desire to build relationships within the service desk team and the wider organisation.
* Understand the business Objectives, Vision, Mission and Values.
* Support the organisation\'s commitment to good quality and information security management (ISO 27001 and ISO 9001 certifications) by adhering consistently to policies and procedures.
Knowledge, Skills, and/or Abilities Required:
* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Bachelor\'s degree in information technology, Computer Science, or related field (or equivalent work experience).
* Knowledge of ITIL Framework; ideally having an ITIL Foundation
* 3+ years\' experience in an IT Service Desk/Helpdesk Function
* Experience with Microsoft 365 administration, Intune/Endpoint Manager and Azure fundamentals.
* Knowledge of Service Management Platforms such as Halo PSA and N-Able N-Central.
* Knowledge of Microsoft\'s 365 Cloud Administration and Configuration.
* Soft Skills, Customer Service (Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care)
* Experience with Server hardware raid rebuilds and restores.
* Understanding of WAN and LAN connectivity, routers, firewalls, and security
* Remote access solution implementation and support: VPN, RDP, and Remote Desktop Control.
* Hands-on experience with scripting or automation (desirable)
* Driving Licence
* Team player, you will thrive in a collaborative environment and will contribute fully to the success of your team
* Demonstrable problem-solving skills, with tenacity under pressure and a methodical approach to investigations.
* Ability to prioritise multiple high-urgency tasks, balancing reactive support with proactive improvements.
* IT certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft certified (MS900, AZ900, MD103), ITIL Foundation, Watchguard, Unify, CISCO etc are a plus.
* Proven experience in a technical support role, preferably in a service desk environment.
* Strong understanding of hardware, software, and network troubleshooting techniques.
* Excellent communication and customer service skills, active listening and customer-care with the ability to explain technical concepts clearly to non-technical users.
* Strong problem-solving and analytical skills, with attention to detail.
* Ability to work effectively in a fast-paced environment and prioritize tasks to meet service level agreements (SLAs).
* Ability to adapt to changes quickly; self-motivated and self-disciplined, remaining calm under pressure and being a capable and tenacious problem-solver.
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.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
* Industries
Edinburgh, Scotland, United Kingdom 2 weeks ago
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