Desktop Support Analyst

My client, an excellent provider of IT Services in the Aberdeen area, are looking to add a Desktop Support Analyst to their busy team.

As Desktop Engineer you will be Joining an experienced and talented team, this role will provide the opportunity for you to further develop your existing skills whilst delivering a best in class service to clients in the Aberdeen area.

Here’s what the role looks like:

• Follow documented procedures to deliver services in line with customer requirements, aiming to meet defined service level targets,
• Work in conjunction with other IT support groups to ensure successful resolution of desktop-related issues and other IT issues where an on-site presence is required,
• Ensure any incidents which cannot be resolved directly are passed to relevant second- or third-line support groups, liaising with the IT Service Desk as necessary,
• Use IT service management software including the ticketing system and liaise with the IT Service Desk to ensure incident and service request tickets are recorded and tracked as necessary,
• Pro-actively monitor call queues as instructed to ensure all incidents and service requests are progressed and updated through to completion,
• Provide help and advice to users based on established policies, standards, procedures and best practices,
• Participate in office moves ensuring IT equipment is moved safely and re-commissioned as required by the business,
• Help to manage the on-site inventory of IT equipment and spares, making sure necessary asset and configuration records are updated and maintained.
• Act as the on-site representative of the Information Services function on behalf of the Information Services Manager,
• Identify opportunities to improve IT services, procedures and other aspects of the Information Services Management Framework.

Here are the key skills and experience relevant to this role:

• Experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role
• Experience of applying processes and procedures
• Experience of building and maintaining excellent relationships with customers
• IT troubleshooting skills
• Delivering a consistent first-class service to customer
• Awareness of ITIL processes and functions,
• Experience of working in a user support role
• Excellent communication skills
• Confidence working in different onsite environments

Technical Certs / Offshore Certs / Expenses

• ITIL Foundation V4 qualification or working towards

Sound like the ideal role for you? Do not miss out - Apply today!