IT Service Analyst
2 weeks ago
We are seeking an IT Support Analyst for a 3 month contract commencing January 2026. This is an interim support role to work with our Operator client based in Aberdeen. This role cannot be worked remotely and will rrequire a presence in the office 5 days per week.
Candidates should have a background in IT support ideally in a larger corporate environment with may users.
Based on the IT Service Desk as a member of the End User Services team and are the first point of contact for all IT-related incidents, service requests, and queries.
The role is responsible for delivering high-quality technical support, ensuring effective troubleshooting, and maintaining a positive user experience. The analyst will work closely with colleagues across IT to ensure prompt resolution, accurate escalation, and continual service improvement. The role is supported by other IT Operations disciplines such as Desktop, Application, Service and Network support teams.
Key Job Responsibilities
· Serve as the initial point of contact for all IT issues via phone, email, chat, walk-up, or self-service portal.
· Log, categorise, and prioritise incidents and service requests in the ITSM tool.
· Troubleshoot and resolve first-line technical issues including:
o Line-of-business applications and utilities
o Microsoft 365 applications and services
o Windows desktops/laptops and mobile devices
o Basic networking and connectivity
o Hardware peripherals
· Follow documented procedures and knowledge articles to ensure consistent support.
Triaging & Escalation
· Identify and escalate more complex incidents to second-line teams with clear, complete documentation.
· Monitor open tickets to ensure timely updates, adherence to SLAs, and user satisfaction.
User Support & Customer Experience
· Communicate clearly and professionally with users of all technical levels.
· Provide guidance on IT policies, security best practices, and self-service resources.
· Maintain a customer-first mindset, ensuring each interaction is handled with empathy and ownership.
Operational Responsibilities
· Support onboarding/offboarding processes, including account setup, hardware preparation, and user orientation.
· Maintain and update IT knowledge base articles to improve service quality and team efficiency.
· Contribute to continuous improvement initiatives, identifying opportunities to enhance processes or eliminate recurring issues.
· Assist with routine system checks, and asset management tasks.
· Complete assigned compliance and risk remediation activities.
Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment
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