Job Title Service Desk Analyst Department Support Services-BG-UK Overview of Department T o deliver this high level of service, the team operates a shift system and provides some out-of-hours cover. The early shift is from 7am to 3pm, while the latest shift starts at 9:30am and finishes at 5:30pm. There is an 8am to 4pm shift and a 9am to 5pm shift too. Out of hours, cover is on a rota basis from 5:30pm to midnight daily and 8am to 11pm at the weekends. Purpose of Role At Baillie Gifford, working as part of a large team of Service Desk Analysts, you’ll provide a broad range of hardware and software support to our employees in our offices around the globe. The Service Desk team ensures all calls regarding technical issues are resolved effectively and efficiently. As a Service Desk Analyst, you’ll assess the user’s issue or requirements, providing a solution if possible and some second-line troubleshooting support. As a leading global investment management firm, technology underpins everything we do. That’s why we don’t wait around when it comes to leading edge technology ¬– we invest in it. This role gives you the chance to get hands-on with the latest tech and be part of the rollout of all the latest upgrades across our business. Although this is a technical role, excellent customer service is right at the heart of it. You’ll deal with a wide range of people across our business, so communication skills are key. Unlike many firms, almost all our employees are based in our Edinburgh office, which means you’ll be able to meet people face-to-face and really get to the root of their issues and find a solution far more efficiently. Perhaps that’s one of the reasons our Service Desk team is so well regarded within the firm and is well-known for the excellent level of customer service they provide. Responsibilities As a Service Desk Analyst, your key responsibility is to resolve technical problems by providing on-site Service Desk support, face-to-face and over the telephone. You’ll participate in installing, configuring, and documenting systems using current standards and procedures. An important part of your role will be referring to and assisting in the ongoing maintenance of procedure documentation. As people request assistance from the Support Desk, you’ll monitor log and allocate calls to ensure a high level of service. When problems can’t be solved, you’ll ensure the correct escalation procedures are followed. It’s also your responsibility to carry out daily checks, take appropriate action, and issue and maintain laptops, mobile phones, AV units and general stock. Providing extended support for banking, information and other third-party services is part of your remit. You’ll also be required to offer comprehensive Mac, PC and printer support and participate in relevant user administration, for example, new start setups, systems overview, changes, and leavers. The role is varied and fast paced. Responsibilities include the following: Answering calls on the Service Desk with the aim of resolution Assisting face to face in our tech stop area Triage of calls for other support service teams within Baillie Gifford Participate in installing, configuring and documenting systems/software and hardware Monitor logged and allocated calls to ensure a high level of service provision to Baillie Gifford staff and ensure that escalation procedures are adhered to Comprehensive Mac, PC and printer support Your Knowledge and Experience Previous IS technical support experience with advanced skills supporting Microsoft Office Suite including 365 at 2nd line level. Full knowledge and support of Windows 11, MacOSX, iOS and Office 365 support & admin, OneDrive, Active Directory administration ServiceNow ITSM experience (preferable) A high level of technical understanding of PCs, printers and peripherals is a must, along with experience with tools to diagnose and troubleshoot issues with remote users. The Type of Candidate That We're Looking For With a proven background in a similar role, you're skilled at building rapport, through a variety of communication types, including telephone based and remain calm when dealing with challenging technical situations. You can comprehend issues described from internal users verbally, and enjoy being able to solve issues yourself, where possible. Your logical mindset supports your ability to troubleshoot and you're comfortable working with a range of technologies, including 3rd party software. By nature you work with a high degree of attention to detail, even when juggling competing tasks. You're passionate about customer service and are motivated to ensure that everyone you work with receives a 5 star service Critical Skills (not limited to) Nurture relationships Adaptability Improvement mindset Openness & discernment Systems thinking Team working Due to the nature of this role, it is a position based on-site at our office in Edinburgh. Closing Date November 24, 2024 At Baillie Gifford we are committed to fostering an inclusive and respectful culture in which each of our colleagues can thrive and develop. We believe that our clients are best served by a diverse workforce with the experiences, ideas and perspectives that this brings. If you are currently working at Baillie Gifford as an employee or contractor please apply to this job from the firm's Workday internal career site.