Service Desk Analyst

Our client is looking for a for a Service Desk Analyst for a contract position, located in Aberdeen.

ROLE:

• To help develop, implement and operate a Service Desk structure based on ITIL practices in order to support users and manage maintenance and use of the IT systems (software and hardware) throughout the company.
• Communicating with IT providers and problem solving all issues related to the computer network including support of company telephone system and mobile devices.

RESPONSIBILITIES:

• Responsible for taking ownership of technical issues on an internal helpdesk and successfully seeing them through to resolution. This will include first and second line support for all internal IT and Business requirements.
• Managing support call queues.
• Measure and report against applicable key performance indicators (KPI’s).
• Responsible for user support of complete IT network in all branches.
• Control use of network ensuring computer users are respectful of the company policy.
• Ensuring the safety of all IT equipment – advising and organizing upgrade and change-out where necessary.
• Advising Group ICT Manager of required changes and upgrades in software and hardware which might affect the company’s performance.
• Assisting in training of new employees on company software and network system.
• Documentation of procedures to concur with QA/IMS system.
• Dealing with technical issues from various global locations which can be out with normal working hours.

REQUIREMENTS:

• Good educational background in Information Technology.
• Solid technical grasp of enterprise networks particularly Microsoft technologies
• Experience in desktop support both hardware and software
• Good interpersonal skills as well as a general interest in emerging technology
• Training requirement:
• ITIL foundation awareness
• Full training in use and maintenance of AX and any other company software
• MCP CompTIA training
• Telecoms system training to be competent in programming and use
• High degree of interpersonal skills.
• Ability to prioritise.
• Excellent organizational skills