Head Resourcing is currently recruiting for an experienced 2nd Line IT Support Analyst to work with one of our Edinburgh based clients. You will join a support team of five that delivers support to our client's offices across Scotland, ensuring issues are resolved within service level agreements, whilst liaising with their internal infrastructure and third party IT suppliers as needed. You will have previous experience providing 2nd Line support across a range of end user technologies and will be keen to be exposed to new technologies such as Service Now and Maas 360 - you will also be asked to support a new inhouse built system used across the organisation, so a desire to be learn application support skills as well will be advantageous (and training provided). Our clients works a hybrid office / WFH model and you would be expected to be on-call once every four weeks (remote).
Responsibilities:
- Provide a single point of contact for all end users in relation to IT Incidents and Service Requests
- Gather sufficient and accurate information by carrying out appropriate detailed enquiries about incidents and Service Requests and liaise with team members, Services Manager and Service Owners where necessary
- Efficient and effective communication to all end users and our third parties.
- All work requests to be tracked appropriately using the IT Service Management toolset (Service Now)
- Support of mobile / smart phones and other personal business devices
- Support projects with technical assistance when required
- Participate in regular team meetings - providing feedback and break down of issues / fixes
- Flexible as and when the need for overtime arises (projects, moves etc.)
- On-call rota to be worked every 4th week to cover our staff working at these times
Essential:
- Demonstrable experience working in a 2nd line support environment
- Excellent customer service skills
- Microsoft Windows desktop operating systems (7, 8, 10)
- Active Director / Exchange administration experience
- Office 2016 / Office 365
- File and Folder Access Management
- Phone / Tablet / Remote working technologies
- Good experience in supporting PC's, printers, peripherals
- Good diagnosis / troubleshooting skills
Desirable:
- Experience with Service Now (or similar IT Service Management tools)
- Maas 360 (or similar mobile device management (MDM) tools)
- Any ITIL accreditation
- Windows Server experience
- Any application support experience
- Microsoft Security technologies
Benefits:
- Excellent salary and benefits package including pension and annual bonus scheme
- Central location with easy access by bus
- Hybrid Office / WFH flexibility (2 days in office, 3 from home)
