IT Helpdesk Analyst - Urgent Contract

Cathcart Associates
Edinburgh Technopole
10 Feb 2018
15 Feb 2018
Contract Type
Full Time

IT Helpdesk Analyst - Urgent Contract

IT Service Desk Analyst required to join our client in Edinburgh. This will be for an initial 3-month contract, paying £70 - £90 per day.

It is essential that you already have IT support experience working within a helpdesk environment answering, resolving, and documenting all incidents/requests from users.

We are looking for an articulate individual with exceptional written and communication skills who has great exposure to working in a structured, professional environment.

Key Responsibilities:

** Provide excellent customer service

** Ensuring that all issues are logged, prioritised and resolved within SLA's. Handle and record all calls into the Service Desk, via telephone, web service and email.

** Troubleshoot and resolve tickets on first contact.

** Maintain ownership of Incidents, ensuring status update and resolution according to SLA's

** Escalate calls to second line support

To be considered for this position you must have experience in all/most of the following:

** Experience working in an ITIL environment and demonstrable experience in hitting KPI figures, and working towards SLA would be advantageous

** Any SQL knowledge would be beneficial

My client is arranging interviews right away, so if this sounds interesting, please apply straight away, or call Michael Burrell for an informal chat.

IT Support / 1st Line Support / Helpdesk Analyst / Service Desk Analyst / 2nd Line Support / Desktop Support / SQL / Application Support / Database Support / Contract / Edinburgh

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