Position Type: Full time / Permanent
Aberdein Considine are looking for an enthusiastic IT Helpdesk Analyst to join our busy IT department within Main Office in Aberdeen. The role will involve a wide range of different aspects surrounding IT support for over 500 users, including general support requests, troubleshooting and fault finding as required.
KEY RESPONSIBILITIES
1. First point of contact for technical issues by Phone, Email, Helpdesk Ticket or User Engagement
2. Install and configure computer hardware, as well as diagnose and resolve technical hardware and software issues
3. Provide a high level of customer service, updating customers on problem status/resolution in accordance with the SLA
4. Provide general administration support for the firm’s systems
5. Escalate problems to the appropriate levels of support as required
6. Assist in the creation of support and knowledge-based articles used by IT support staff and ensure this remains current
7. Review support logs in order to spot common trends, pattern matching and underlying issues with core business systems
8. Look for opportunities for improvement and raise the same with the IT Helpdesk Manager
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