Service desk Analyst/1st Line support
Edinburgh - Hybrid
10 month contract
FTC Salary
The role of Service Desk Analyst will be to handle inbound calls from internal customers across our client’s business units. The successful candidate will require an aptitude for working with applications / systems to undertake diagnosis and resolution of staff IT issues whilst delivering exceptional customer service.
The Service Desk provides support 6am - 9pm therefore you will be required to work a series of early and late shift and a Saturday shift on a rotational basis (approx. 1 shift every 12 weeks with a day off during the week)
Responsibilities
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• 1st Line support - troubleshooting of IT related problems from in-house software to hardware, such as Surface Pro’s, IGELS, and Printers, escalating to 2nd and 3rd line when necessary
• Troubleshoot basic network issues.
• Escalate unresolved calls to support teams.
• Log all calls and issue tickets.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide basic in-house training in MS 365 applications used within the Association (Word, Excel, Outlook, PowerPoint, OneNote)
• Basic Active Directory knowledge. unlocking user accounts, reset passwords, assigning groups etc.
Requirements
• Excellent communication skills and telephone manner.
• Excellent organisational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Microsoft Azure and Intune devices.
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
If you believe you have the experience required, please apply with your CV now for instant consideration!
TO APPLY - PLEASE APPLY WITH AN UP-TO-DATE CV
Candidates will ideally show evidence of the above in their CV in order to be considered.
Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.
*Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.