Edinburgh
Head Resourcing is currently recruiting for an experienced Service Desk IT Support Analyst for a leading and renowned client based in Edinburgh. You will be joining a growing and passionate team that support their users across the business providing first class service across a wide range of technologies. As part of a large team of Service Desk Analysts, you'll provide a broad range of hardware and software support to employees in offices across the globe - you will ensure all calls regarding technical issues are resolved effectively and efficiently.
As an IT Support Analyst, you'll assess the user's issue or requirements, providing a solution if possible and some second line troubleshooting support. You will deal with a wide range of people across the business, so communication skills are key - you'll be able to meet people face-to-face and really get to the root of their problems and find a solution quickly. You will work across a wide range of technologies such as Microsoft Windows desktop operating systems, Active Directory, Office 365, MAC OSX and iOS, and Mobile Device Management (MDM).
You will have excellent communication skills and will be keen to join a popular team within the organisation that is renowned for service excellence. Our client utilises technology to its fullest capability and it underpins the success they have as a business; they are keen that the talent they recruit for this role is a highly motivated individual that is driven by technology and is keen to continue expanding their technical knowledge.
Responsibilities:
- Resolve technical problems by providing on site, Service Desk support, face to face and over the telephone.
- Installing, configuring and documenting systems using current standards and procedures
- Assist in the ongoing maintenance of procedures documentation, so attention to detail skills are highly desirable.
- Monitor logged and allocated calls to ensure a high level of service is provided
- When problems can't be solved, you'll make sure the correct escalation procedures are adhered to and a best in class customer service provided.
- Carry out daily checks, as well as issue and maintain laptops, mobile phones, AV units and general stock
- Provide extended support for banking, information and other third-party services
- Offer comprehensive Mac, PC and printer support and participate in relevant user administration, for example new start set ups, systems overview, changes and leavers.
Essential:
- Technical support experience within a service desk setting
- Very strong customer service skills
- Excellent knowledge Windows 10 OS, MAC OSX & iOS, Exchange 2016
- Active Directory Administration
- Microsoft Office suite including O365.
- A high level of technical understanding of PCs, printers and peripherals is a must, along with experience of tools to diagnose and troubleshoot issues with remote users
- Good diagnosis / troubleshooting skills
Desirable:
- Any relevant accreditations
- Any ITIL accreditation
- Previous experience using a service desk ticketing system
Benefits:
- Fantastic salary and benefits package including pension contribution of 15%
- Excellent annual bonus scheme
- City centre location
