IT Support Analyst (2nd Line)

2nd Line IT Support Analyst | 3 Month Contract | (Inside IR35) | Hybrid (Edinburgh/Glasgow)

Day Rate: circa 175

Main Duties:

Provide Technical IT Support to users:

• 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 & Experience:

• 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

This role has been deemed Inside IR35 by the client. Applicants must hold, or be happy to apply for, a valid Basic Disclosure Scotland. Please click the link to apply.