2Nd Line Senior Service Delivery Analyst

2nd Line Senior Service Delivery Analyst
Aberdeen, Scotland
Salary to £32,000
Are you a seasoned IT professional with a penchant for troubleshooting and problem-solving? Do you possess a keen ability to communicate effectively across diverse user groups? If so, we have an exciting opportunity for you to join our client's team as a 2nd Line Senior Service Delivery Analyst at their regional law firm.
Essential Skills:

• Proficiency in high-level troubleshooting and root cause analysis.
• Ability to think logically and systematically.
• Effective communication skills and adeptness in handling a broad spectrum of users.
• Capability to understand and assess users' abilities.
• Previous IT support experience.
• Familiarity with Windows Desktop, Windows Server, Microsoft Office, VMWare, Networking, Microsoft 365, Apple iOS/Android, and Communication Platforms (Teams, Zoom, Webex).
• Knowledge of Microsoft Active Directory & Group Policy.

Desirable Skills:

• Experience in mentoring junior team members to facilitate learning and development.
• Capacity to intervene in cases requiring a more meticulous approach.
• Ability to work autonomously and lead projects to completion when necessary.
• Demonstrated willingness to assist others at all times.
• Empathy and understanding towards less technical individuals, with an openness to comprehend their roles within the business.

Key Responsibilities:

• Handle escalated Service Requests from Helpdesk Tickets, Phone, Email, or User Engagement.
• Serve as an escalation point for helpdesk engineers, maintaining a calm and logical approach in difficult encounters with end-users and during serious incidents.
• Manage operational time efficiently and provide comprehensive reporting data.
• Diagnose and resolve technical hardware and software issues to the best of your ability, seeking assistance when necessary.
• Provide general administration support for the firm's systems.
• Escalate problems to appropriate levels of support as required.

This role may require travel to other offices and therefore you must be able to drive and own your own car. The salary for this role is in the region of £32,000. This is an office based position at offices in Aberdeen.