IT Service Desk Analyst

TN United Kingdom; Glasgow; On-site; GBP 25,000 - 45,000; Full time

Job description

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Excellent opportunity with a leading global organisation for an IT Service Desk Analyst. You will be the single point of contact for all company IT needs and be accountable for resolving incidents and requests through remote support.

This role is 100% working on site, and will require you to work shifts across 24/5 (Monday - Friday).

You will be required to take ownership of a variety of service and support issues and ensure that they are recorded and progressed in a timely manner.

This role will require you to organise, prioritise and resolve day-to-day Service Desk tickets. To do this you will be required to have excellent telephone and technical skills, ensuring that service targets are met.

Responsibilities

1. Follow the agreed ITIL processes and procedures, whilst continually reviewing to find improvements to the current processes.
2. Responsible for IT knowledge management to ensure the necessary information is up to date and available to the right people at the right time to maximize first time fix & arrange ad-hoc or project training when necessary.
3. Ensure all relevant support documentation of supported systems & applications are available and up to date to ensure agents have necessary knowledge at their fingertips.
4. Provide excellent technical support skills.
5. Maintain a detailed understanding of Service Desk working practices and procedures essential.
6. Maintain personal KPI's in line with objectives by maintaining required work.

Experience Required

1. Minimum 3 years' experience in IT Support.
2. Experience working and supporting Microsoft 365 environment.
3. Basic networking experience.
4. Strong analytical problem-solving skills.
5. Excellent verbal and written communication skills; ability to frame technical information for a diverse audience.
6. Excellent follow-up skills: must take initiative and stay with problems from beginning to end.
7. Able to operate effectively in a pressurised environment, managing rapidly evolving situations to a satisfactory conclusion.
8. Proven ability to work independently, as well as in a team environment.
9. Proven Incident / Change / Problem process knowledge.

Benefits Package:

1. 27 days annual leave + 4 statutory days.
2. Matched Company Pension contributions (up to 9% of base salary).