Service Desk Analyst

Description

ASA Recruitment’s public sector client in Edinburgh are currently looking to recruit a IT Service Desk Analyst to for an initial 2 month contract (with a potential extension)

You will be providing 1st line support to customers and clients with a range of IT enquires and promoting the use of internal systems and procedures.

Responsibilities:

* Respond to telephone calls from customers assigned through the contact centre
* Ensure customer calls are answered within 5 rings where possible
* Actively promote and guide customers through the use of the organisation’s Password Manager
* Provide 1st line diagnosis and quick fix resolutions within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress

Requirements:

* Excellent customer care, communication skills and telephone manner
* A background of working with an IT Service Desk or similar ITIL support role
* Skilled in incident management and experience working with relevant ITSM tools
* Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 7, 8 and 10 and Microsoft Office products
* Experience of supporting BlackBerry, Android and iOS devices (BlackBerry UEM)
* Experience of supporting Bitlocker encryption
* Familiar Active Directory – Users accounts and Groups
* Experience of supporting Mitel Telephony
* ITIL Foundation qualified and Service Desk Institute – SDA qualified would be advantageous

If you are interested in this IT Service Desk Analyst contract in Edinburgh then click apply today!

ASA Recruitment is one of Scotland’s largest independent multi-sector recruitment agencies. We specialise in providing effective tailored solutions for permanent, contract and temporary employment requirements for our Clients and Candidates. We are members of the REC and are ISO certified.

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