Service Desk Analyst

Description

Are you an experienced Service Desk Analyst ready for your next contract in the Scottish public sector?
Our client are currently looking for a contract Service Desk Analyst to supplement the existing team on a short term basis.
Outline of the role:

· Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.
· Ensure customer telephone call duration does not exceed 5 minutes where possible.
· Actively promote and if necessary guide customers through the use of SCOTS Password Manager during password telephone calls and ensure that SPM is used.
· BitLocker encryption recovery.
· Active Directory account administration
· Data Access requests
· Mitel Telephony requests
· Supporting BlackBerry, Android and iOS on BES UEM
· Equitrac Secure Printing PIN support
· 1st line support and resolution for issues including
· Skype for Business, Account profiles, Outlook OST and Remote Working.Actively promote the use if iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.
· Provide 1st line diagnosis and ‘quick fix’ resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.

Essential Criteria:

· Excellent customer care, communication skills and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English)
· Excellent organisational skills
· Experience of working with an IT Service Desk or similar ITIL support role
· Experience of incident management and working with relevant ITSM tools.
· Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 7, 8 and 10 and Microsoft Office products.
· Experience of supporting BlackBerry, Android and iOS devices (BlackBerry UEM)
· Experience of supporting Bitlocker encryption

What’s in it for me:
3 month, day rate contract
Holiday pay accrual
Remote working

Please send an up to date version of your cv for consideration

Inside Scope IR35

ASA Recruitment is one of Scotland’s largest independent multi-sector recruitment agencies. We specialise in providing effective tailored solutions for permanent, contract and temporary employment requirements for our Clients and Candidates. We are members of the REC and are ISO certified.

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