IT Service Desk Assistant - 1st And 2nd Line
A vacancy has arisen within a leading legal services firm to join the IT team as an IT Service Desk Assistant. The successful candidate will be involved in 1st and 2nd line IT support working in a professional services environment. The Role The role will be largely internal client facing dealing with software application support queries relating to business applications. Many of these applications will be specific to the organisation and in-house training will be provided. It is essential that candidates have a good technical background, an enthusiasm for learning, excellent customer service skills and an ability to troubleshoot problems. Key Responsibilities To provide first line support to internal customers, assisting them with hardware, software, network and communications problems by phone, email and desk-side support; To ensure all support calls and service requests are logged and administered using the appropriate service desk systems and working to agreed service levels; To ensure support calls are escalated to the appropriate member of the internal/external team, using the agreed escalation procedures; To provide user support to staff in remote offices, making site visits as required; To assist with the installation of new hardware as required for new users or systems upgrades; To assist with the maintenance of the asset register, ensuring all assets are tagged and accurately recorded in the register; To assist with the administration, maintenance and provision of the organisations mobile working and telephone services; To assist with the creation and maintenance of all documentation relating to Information Services procedures; Have good knowledge of Microsoft operating systems and office products. Education/Experience Candidates must have gained at least a HNC/HND in a relevant subject along with a good working knowledge of Windows 10 operating systems, desktop hardware support and strong MS Office skills. Location Glasgow, but frequent travel to offices in Edinburgh and Dundee may also be required. Hours of work The IT department operate a shift system – Monday to Friday 8:00am-6:00pm. There will also be some out-of-hours/weekend work required.