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IT Support Analyst

3 months ago

Glasgow Scotland, Scotland, United Kingdom Venesky Brown Full time

Venesky-Brown’s client, a public sector organisation in Edinburgh and Glasgow, is currently looking to recruit a IT Support Analyst (2nd Line) for 3 month contracts on a rate of £200/day (inside of IR35). This role will be a combination of office and home working. The working hours are from 8.30am to 5pm, Monday to Thursday, and 8.30am to 4.30pm on a Friday.

Responsibilities:


- Using our Service Desk (IFS Assyst ) system, respond to requests for IT Support in chronological order and within agreed Service Level Agreement’s keeping user informed of progress of call, including updates where resolution may be delayed.

- To accurately record incident and change actions and their associated resolution.

- To effectively manage each personally assigned incident/change.

- Rebuilding of Workstations, Laptops and Tablets

- Liaise closely with colleagues in relation to overall queue management.

- Liaise with other Support Teams and External suppliers

- Escalate any issues to our 3rd line infrastructure teams ensuring any major issues are dealt with promptly

- Liaise with appointed external suppliers to provide problem resolution where external supplier resources are required (internal hardware replacement etc)

Essential Skills:


- Improving Performance

- Analysis and Use of Evidence

- Communications and Engagement

- Self-Awareness

- Excellent customer care, communication skills and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English)

- Experience of working in an IT Support Service (2nd Line) or similar ITIL support role

- Windows Operating Systems (Windows 10, Server 2012/16) ,

- MS Office 2016/365 ,

- Active Directory,

- Microsoft Exchange Server 2016/365,

- SCCM 2016

- Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 10 and Microsoft Office products.

- MS Teams.

- Onedrive.

- M365.

- Supporting customer who use Exchange online.

- Experience of supporting cloud-based technologies.


Desirable Skills:

- ITIL Foundation qualified


If you would like to hear more about these opportunities, please get in touch.