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SalaryDescription
We are seeking a Service Desk Analyst to join a dynamic team within a public sector organisation, providing crucial support for IT services. As a Service Desk Analyst, you will play a vital role in responding to Priority 1 and Priority 2 telephone calls from customers, ensuring prompt and effective resolution within a 5-minute timeframe. Your commitment to excellent customer care and communication skills will be key in guiding users through fault logging and providing first-line solutions. This role offers a unique opportunity to contribute to the smooth operation of IT services in a collaborative and forward-thinking environment.
In this role, you will be a key player in the IT Service Desk, operating from either the Edinburgh or Glasgow office. Your responsibilities will include handling telephone calls, providing support for various IT services, and ensuring efficient incident management. As a Service Desk Analyst, you will contribute to maintaining excellent customer service, working collaboratively in a team, and engaging effectively with users. The role involves a hybrid working model, requiring 2-3 days in the office per week.
Responsibilities:
· Responding to Priority 1 and Priority 2 telephone calls within a 5-minute timeframe
· Advising customers on current service issues and promoting the use of iFix
· Providing first-line diagnosis and quick-fix solutions
· Supporting a range of 1st line services, including Office 365, MS Teams, OneDrive, and more
· Collaborating with team members and engaging effectively with users
· Ensuring excellent customer service and efficient incident management
Requirements:
· Excellent customer care and communication skills
· Organisational skills
· Experience in an IT Service Desk or similar ITIL support role
· Incident management experience with relevant ITSM tools
· Troubleshooting skills in Microsoft-based operating systems, particularly Office 365 apps
· Experience supporting Android and iOS devices
· Experience supporting Bitlocker encryption
· Active Directory experience – Users accounts and Groups
Package on Offer:
· Inside IR35.
· Initial contract of 3 months with the option to extend.
If this role is of interest to you, please apply directly or contact Sam Barker at ASA Recruitment.
ASA Recruitment is one of Scotland’s largest independent multi-sector recruitment agencies. We specialise in providing effective tailored solutions for permanent, contract and temporary employment requirements for our Clients and Candidates. We are members of the REC and are ISO certified.
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