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Service Desk Analyst

  • Location:


  • Job type:


  • Salary:

    £24000 - £28000 per annum + pension, training and development

  • Contact:

    Callum Beveridge

  • Contact email:

  • Job ref:


  • Published:

    19 days ago

  • Expiry date:


  • Startdate:


Head Resourcing is exciting to be working exclusively with a dynamic and growing global legal organisation. Due to an upturn in projects, they are looking for several Service Desk professionals to join their growing function within city centre Edinburgh.

This position primarily provides a reactive response to requests and issues, but also participates as needed in IT projects and proactive service initiatives. To be successful for this role, you will need good levels of communication skills, both written and verbal and strive to achieve customer satisfaction.

Responsibilities include, but are not limited to:
- Install pre-packaged software on user-end devices
- Respond to customer incidents and requests received via phone, email within agreed SLAs.
- Resolve customer issues by clarifying the customer's needs; determining the cause of the
problem; selecting and explaining the best solution to solve the problem and following up
to ensure resolution.
- Manage end user devices (including laptops, desktops, printers, mobile phones) including
setup & configuration.
- Respond to major incidents
- Assist with project delivery

Required skills/experience:
- Experience within an IT Customer Service role, ideally in a legal, professional services
or highly regulated setting would be beneficial.
Experience with 1 or more of the following would be beneficial:
- Case Management
- Document Management
- Dictation
- Enterprise Apps (HRIS, Elite 3E, Interaction)
- Sharepoint
- Citrix
- Active Directory
- Microsoft Office
- Microsoft Exchange
- VMWare
- Cisco phones
- Printers

For this, you will receive a generous pay package along with opportunities for training & development and progression, plus a great work life balance. This role can be based partially remote but there will a requirement to be able to travel into their Edinburgh city centre offices.

If you are interested in applying for the role, please send an updated version of your CV which clearly demonstrates your relevant skills and experience.