Desktop Support Specialist

3 weeks ago

Glasgow, Glasgow City, United Kingdom Wescot Full time

Job Summary:

We are seeking a highly skilled Desktop Support Specialist to join our team at Wescot. As a key member of our IT department, you will be responsible for providing exceptional technical support to our employees, ensuring that our business-critical systems and applications are running smoothly.

Key Responsibilities:

  • Provide first- and second-line technical support to employees, resolving hardware and software issues in a timely and efficient manner.
  • Act as an escalation point for complex technical issues, collaborating with internal teams and external vendors to resolve problems.
  • Ensure that all relevant information is captured in our IT service management tool, and that affected employees are kept informed on the progress of their tickets.
  • Gather information from colleagues to comprehend issues, queries, or complaints, and work to resolve them in a timely manner.
  • Manage multiple open incidents and requests simultaneously, prioritizing and managing workload effectively to meet Service Level Agreement (SLA) thresholds.
  • Collaborate with other Cabot Shared Service resolver groups and external third-party application specialists to resolve technical issues.
  • Provide guidance and support regarding IT and information security policies to colleagues across the organization.
  • Ensure that correct desktop services processes and procedures are followed, balancing the needs of impacted employees.
  • Provide remote support to employees working from home or in alternate offices, following prescribed checks on home workstation setups and reporting findings to line managers.
  • Conduct daily checks and business-as-usual monitoring to support business-critical applications.
  • Assist in creating, updating, and validating knowledge base documentation to ensure consistent approaches to resolving issues.
  • Provide support and cover to the Service Desk and User Administration teams, ensuring continuous and efficient support to the business.
  • Ensure confidentiality of all user and customer data.
  • Log tickets and track time spent on resolving issues in a methodical and logical manner.

Requirements:

  • Recognized qualification in an IT-related discipline, such as ITIL Accreditation or Service Desk Institute accreditation.
  • Previous experience in providing high-quality desktop support to a large user base.
  • Experience with corporate office systems, including Microsoft Windows, Office 365, printers, desktops/laptops, and mobile devices.
  • Understanding and experience of laptop and desktop hardware maintenance.
  • Strong analytical skills with excellent attention to detail and high standards.
  • Self-motivated and able to work independently.
  • Ability to hit the ground running and get up to speed quickly.
  • Good understanding of IT management controls, processes, and procedures in the delivery of service.
  • Understanding of legislative and regulatory influences applicable to the credit and finance sectors.
  • Able to work collaboratively within the team to deliver on accountabilities and responsibilities.
  • Excellent communication skills, written and verbal.

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