Senior IT Support Specialist

2 days ago

Aberdeen, Aberdeen City, United Kingdom Sword Group Full time
About the Role

Sword Group is a leading provider of business technology solutions, driving real transformation change within the Energy, Public, and Finance Sectors. We use proven technology, specialist teams, and domain expertise to build solid technical foundations across platforms, data, and business applications.

We are seeking an experienced Service Desk Analyst to join our team in the role of Senior Service Desk/Desktop Support Analyst. As a key member of our IT team, you will provide a coordinated, consistent, and effective 1st Line IT technical support in a mixed Windows/Exchange environment to end users, resolving problems and issues in-line with documented procedures.

Key Responsibilities
  • Provide 1st Line IT technical support to end users, resolving problems and issues in-line with documented procedures.
  • Respond to requests for IT assistance and service from end users, dealing with enquiries efficiently in a polite and courteous manner.
  • Log and categorise customer interactions concisely and efficiently, taking ownership and following up to completion.
Requirements

To be successful in this role, you will need:

  • Experience in an SLA driven, ticketed Service Desk or 1st/2nd Line role.
  • Excellent communication skills.
  • Experience of applying processes and procedures.
  • Experience of building and maintaining excellent relationships with customers.
  • IT troubleshooting skills.
  • Delivering a consistent first-class service to customers.
  • Experience of working in a user support role.
  • ITIL Foundation V4 qualification (or working towards).
  • Excellent customer service skills.
  • Strong personal organisational skills.
  • Self-motivated with the ability to multi-task and prioritise workload.
  • Excellent communication skills at all levels.
  • Flexible approach to work with the ability to adapt to change.
About Us

Sword Group is committed to maintaining a diverse environment and is proud to be an equal opportunities employer. We offer a competitive salary, pension, private health, wellbeing, and insurance schemes, a flexible approach to working, and an employee assistance programme.

We are passionate about using technology to solve business problems, working in partnership with our clients to help them achieve their goals. If you are an experienced Service Desk Analyst looking to take the next step in your career, we would love to hear from you.

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