Desktop Support Specialist

5 days ago

Aberdeen, Aberdeen City, United Kingdom Right People Full time
About the Role

We are seeking a highly skilled Desktop Support Analyst to join our team at Right People. As a key member of our IT department, you will be responsible for delivering exceptional technical support to our clients in the Aberdeen area.

Key Responsibilities
  • Provide timely and effective technical support to clients, ensuring that their IT needs are met and exceeded.
  • Work closely with our IT support teams to resolve desktop-related issues and other IT problems that require on-site presence.
  • Ensure that incidents that cannot be resolved directly are escalated to relevant second- or third-line support groups, and liaise with the IT Service Desk as necessary.
  • Use IT service management software, including the ticketing system, to record and track incident and service request tickets.
  • Proactively monitor call queues to ensure that all incidents and service requests are progressed and updated through to completion.
  • Provide expert advice and guidance to clients based on established policies, standards, procedures, and best practices.
  • Participate in office moves, ensuring that IT equipment is moved safely and re-commissioned as required by the business.
  • Help manage the on-site inventory of IT equipment and spares, ensuring that necessary asset and configuration records are updated and maintained.
  • 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 clients.
  • IT troubleshooting skills.
  • Delivering a consistent first-class service to clients.
  • 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.

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