Service Desk Analyst

Head Resourcing
£0.00 - £19000 per annum
06 Oct 2017
08 Nov 2017
Contract Type
Full Time
A new role has come available with a large national organisation based in Glasgow. You will provide first and second line desk-side support, ensuring the stable operation of the organisation infrastructure to agreed standards; KPIs, SLAs and company policies & procedures. This includes both internal and external customers. The position provides exposure to a broad range of IT related project and activities.

You will be required to work 37.5 hours per week, 5 days over 7, between 9am and 6pm Monday to Saturday.

You will also be required to cover standby service on a rota basis (one in every four weeks, Standby rates apply), including weekends and bank holidays till 10pm.

Key Tasks:

Performing first and second line technical support for local and remote workstations including laptops, printers and card readers/PDQs as well as their software (internally & externally), and to ensure that the infrastructure is available during required hours of operation
Setting up new users/administering Active Directory and Microsoft Exchange in line with security policies
Installation, scripting and patching of switched, and VOIP telephone systems
Completing internal moves
Performing on site IT equipment installs (when required)
Receive and record details of customer problems/requests, prioritising and then resolving them (taking full ownership)
Liaise with other IT teams, where appropriate, in order to resolve customer requests
Keep customers informed of their call request status and progress
Providing all departments with information about potential major service impacting incidents
Creating, maintaining and adhering to operational processes, procedures and configuration / support documentation in relation to the Service Desk
Sharing knowledge with other team members
Providing standby, Saturday & Bank Holiday cover for the Service Desk on a rota basis

Essential Skills, Knowledge and Experience
Qualified with either Degree or IT equivalent qualifications
A thorough knowledge of Microsoft Windows Operating Systems (7, 8 and 10)
Microsoft Office software
MS Exchange
Email security products
Troubleshooting desktop and laptop hardware issues
Troubleshooting network connectivity issues
Creating users and groups in Active Directory
Basic understanding of PC hardware set-up and configuration
Experience of setting up networked printers
Email setups for iPhones and Android devices
Driving - must hold a clean driving license

Please apply today or email your CV to

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