IT Service Desk Analyst

2 weeks ago


East Kilbride, South Lanarkshire, United Kingdom Eden Scott Full time
IT Service Desk Analyst

Join Eden Scott, a leading global organisation, in this exciting opportunity for an IT Service Desk Analyst. As the single point of contact for all company IT needs, you will be accountable for resolving incidents and requests through remote support.

This role is 100% on-site, requiring you to work shifts across 24/5 (Monday - Friday). You will take ownership of a variety of service and support issues, ensuring they are recorded and progressed in a timely manner.

Key Responsibilities
  • Provide day-to-day remote desktop support
  • Follow ITIL processes and procedures, continually reviewing for improvements
  • Responsible for IT knowledge management, ensuring necessary information is up-to-date and available to the right people
  • Ensure all relevant support documentation is available and up-to-date
  • Provide excellent technical support skills
  • Maintain a detailed understanding of Service Desk working practices and procedures
  • Maintain customer focus
  • Maintain personal KPIs in line with objectives
Requirements
  • Minimum 3 years' experience in IT Support
  • Experience working and supporting Microsoft 365 environment
  • Basic networking experience
  • Strong analytical problem-solving skills
  • Excellent verbal and written communication skills
  • Excellent follow-up skills
  • Able to operate effectively in a pressurised environment
  • Proven ability to work independently and in a team environment
Benefits
  • 27 days annual leave + 4 statutory days
  • Private Health Insurance
  • Matched Company Pension contributions (up to 9% of base salary)
  • Life Insurance
  • Performance-based discretionary bonus


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