1st/2nd Line Service Desk - Scotland (Remote) - £25.5K

  • Category
    IT and Telecoms - 1st Line Support/Helpdesk
  • Salary
  • External Reference
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1st/2nd Line Service Desk - Scotland (Remote) - £25.5K

Work as part of a team providing first line IT Service Desk Support in accordance with ITIL best practice. You respond to both telephone calls and emails, solving problems ranging from simple password resets to more complex issues requiring remote access.
I have provided a breakdown separately below also, let me know if you need any further information.

We are looking for a talented IT Service Desk Analyst to join the technical support department of an expanding and fast-paced IT MSP.
They are a very well-established support company leading in Hospitability & Manufacturing support; progression opportunities are available for the candidate who shows the will to go the extra mile.
Joining as an IT Support team member you will be involved in driving the customer experience. Whether you are finding solutions to technical problems; managing an incident; completing a project; capturing client requirements or keeping up to date with industry trends, you will play a vital role ensuring the delivery of great customer service.
A clean, full UK driving License is essential for part of this role being site and field support across the country.
The candidate will be required to work across a varied shift pattern rota, ensuring we can deliver 24/7 cover for our clients.
I.T Support experience required around 2nd Line Support, including the below requirements:
* Experience of monitoring and maintaining systems and networks
* Experience with Installation and configuration of systems
* Experience of diagnosing faults on both hardware and software
* Experience of solving technical and application issues by phone, email person
* Ability to walk clients through troubleshooting steps
* Experience of re-fitting and/or replacing of client hardware
* Experience of supporting updates and/or rollouts for client applications and training of users as needed
* Ability to work to SLA's
* Time management skills chasing third party venders
* Ability to prioritise and manage multiple open tickets
* Ability to establish good working relationships with clients

General Technical Skills
The following are some of the skills required:
* Active Directory and Operating Systems
* Remote Access support tools e.g. VNC, RDP, Screen Connect
* Microsoft software (Office, Windows 10, Server Operating Systems, etc.)
* Use of Service Desk software for call logging (Manage)
* Connect wise Manage, automate
* Systems basics e.g. Citrix, Exchange, 365, Azure A.D, Google Suite & Veeam
* Application fundamentals
* Networking principles
* Computer hardware (Desktops/Laptops/Wyse Terminals, Servers, Printers, Backup Devices and Router/Switches)
* Computer Software (MS Platform's: Apple Mac OSX, Citrix/RDS, Server and Server Active Directory)
* Diagnostic utilities and other research tools for troubleshooting and issue resolution

General Business Skills
The following are suggested skills required:
* Customer Service
* ITIL Foundation (Incident Management, Problem Management, Understanding Service Levels)
* Communication
* Planning and Organisation
* Problem solving and decision making
* Teamwork

* PC Build/Configuration
* Imaging
* Patching
* VPN Setup
* Routing/Switching
* Server rebuilds
* Installation

These include:
* Ownership of customer requests (account amendments, creations and deletion)
* Operator duties (Virus Protection Updates, Backup Checks, Event Log Checking)
* Answer the telephone in a courteous manner
* Establish the identity of the caller
* Elicit problem details from the caller
* Work through potential solutions with the caller and test the selected solution
* Place follow-up calls to customers about ongoing issues and requests
* Prioritise calls within your queue and ensure calls are managed in accordance with agreed service levels
* Identify when the problem needs to be sent to a more experienced technician
* Attend customer premises to diagnose faults and rectify. Complete repairs and other maintenance tasks
* Carry out technical site visits, audits and installation on customer sites
* Escalate any problems or concerns to your Service Manager
* Any other reasonable tasks which may be from time to time required

1st/2nd Line Service Desk - Scotland (Remote) - £25.5K
1st/2nd Line Service Desk - Scotland (Remote) - £25.5K
1st/2nd Line Service Desk - Scotland (Remote) - £25.5K
1st/2nd Line Service Desk - Scotland (Remote) - £25.5K
1st/2nd Line Service Desk - Scotland (Remote) - £25.5K Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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