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Desktop Support Specialist

2 months ago

Aberdeen, Aberdeen City, United Kingdom Right People Full time
Desktop Support Analyst Opportunity

We are seeking a skilled Desktop Support Analyst to join our team in Aberdeen. As a key member of our IT Services team, you will play a vital role in delivering exceptional service to our clients.

Key Responsibilities:

  • Provide timely and effective support to clients, adhering to service level targets and documented procedures.
  • Collaborate with other IT support groups to resolve desktop-related issues and other IT issues requiring on-site presence.
  • Ensure incidents that cannot be resolved directly are escalated to relevant support groups, liaising with the IT Service Desk as necessary.
  • Utilize IT service management software, including the ticketing system, to record and track incident and service request tickets.
  • Proactively monitor call queues to ensure all incidents and service requests are progressed and updated to completion.
  • Offer help and advice to users based on established policies, standards, procedures, and best practices.
  • Participate in office moves, ensuring IT equipment is moved safely and re-commissioned as required by the business.
  • Contribute to the management of on-site IT equipment and spares, updating and maintaining necessary asset and configuration records.
  • Act as the on-site representative of the Information Services function on behalf of the Information Services Manager.
  • Identify opportunities to improve IT services, procedures, and other aspects of the Information Services Management Framework.

Requirements:

  • Experience in an SLA-driven, ticketed Service Desk or 1st/2nd Line role.
  • 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.
  • Awareness of ITIL processes and functions.
  • Experience of working in a user support role.
  • Excellent communication skills.
  • Confidence working in different onsite environments.

Desirable Qualifications:

  • ITIL Foundation V4 qualification or working towards.

Working Arrangements:

  • Full-time, permanent position.
  • Monday to Friday schedule.
  • In-person work location.