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ICT Helpdesk Analyst

4 weeks ago

Glasgow, United Kingdom Morgan Hunt Group Limited Full time

We have a current opportunity for a ICT Helpdesk Analyst on a permanent basis. The position will be based in Glasgow. For further information about this position please apply.

Duties Include.

  • Act as the first point of contact for all requests requiring ICT support, advice or resource
  • Ensure all issues raised by staff are logged within the ICT helpdesk system
  • Troubleshoot and manage 1st and 2nd line support calls to resolution
  • Assign 3rd line support calls to the ICT Systems Engineers or ICT Software Developers as appropriate
  • Escalate outstanding issues to the ICT Helpdesk Co-ordinator where the problem has not been resolved in a timely manner or where no clear path to resolution can be identified
  • Liaise with 3rd party vendor support and suppliers
  • Maintain a high degree of customer service
  • Offer staff accurate guidance around ICT standard operating procedures and policy
  • Encourage positive staff behaviour around cyber resilience and data security
  • Perform routine ICT housekeeping tasks, such as monitoring the completion of scheduled backup jobs
  • Deploy standard images to PCs and Laptops
  • Maintain ICT Asset inventory, ensuring all new equipment is tagged and added
  • Provide support and guidance to staff on meeting room AV and IT equipment
  • Assist ICT Systems Engineers with 3rd line support tasks and ad-hoc project work
  • Suggest, and take the lead on small ICT Projects
  • Develop and maintain technical knowledge and skills in order to support the business

Skills/Experience Required;

  • Knowledge of ICT policies and procedures
  • An understanding of the components and structure of a Microsoft enterprise domain environment
  • An understanding of TCP/IP networking
  • Microsoft Windows-based operating systems
  • An understanding of network printing
  • A fundamental understanding of cyber security
  • Exposure to IP telephony and mobile device management
  • Ability to troubleshoot issues involving complex systems over multiple technologies
  • A basic understanding of contract management in order to maximise the organisation's investment in vendor support contracts and ensure the timely resolution of support issues raised via these agreements
  • The people management skills required to influence positive staff behaviours around ICTs areas of responsibility
  • Experience in making a positive contribution to project teams
  • Some knowledge of service provision within an ITIL organisation
  • An understanding of the ICT escalation process

QUALIFICATIONS

  • HND or degree and/or further relevant experience or qualifications in an ICT related discipline are required

Salary - 25,067, to 30,528

Glasgow

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.

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