IT Service Desk Analyst

We are currently looking for IT Service Desk Analyst's to join their internal IT Department to support their exceptional consultancy services, as well as managing their core service platforms. These are business critical roles, and your role will allow you to become a key point of contact for Service Desk issues and resolutions! With active progression and continual improvements supported, meaning you can progress as you wish!

Role & Responsibilities

• Provide first-level technical support to users, ensuring incidents and service requests are resolved within agreed timeframes.
• Respond to and diagnose hardware and software-related issues and escalate complex problems to appropriate internal teams or external vendors.
• Assist users in resolving IT-related problems in person, via phone, or through remote support tools.
• Create, update, and maintain accurate documentation for troubleshooting procedures, FAQs, and knowledge base articles.
• Collaborate with team members to improve processes and enhance the overall user experience.
• Stay up-to-date with the latest technology trends and advancements in the IT industry.

Experience with supporting the following:

• Windows 10
• M365 including Azure
• Microsoft Teams
• Active Directory
• Group Policy administration
• Mobile device support (iPhone and Android)
• Polycom Video Conferencing
• Networking (structured cabling, TCP/IP, WAN, VLAN's)
• PC/Laptop/VDI Image deployment
• ITIL Foundation (desirable)
• Relevant ITIL Intermediate qualifications (desirable)

You will need to be within a commutable distance of Central Glasgow for a hybrid working approach!

If this sounds like something of interest, please feel free to reach out to lewis.messenger@oliverjames.com for more details - or click apply!