IT Supporyt Analyst – 2nd line

Description

We are seeking an experienced IT Support Analyst (2nd line) to join our client organisation who operate as a key part of public sector in Scotland. The ideal candidate will be able to offer technical support and expertise to end-users and external suppliers with the overall aim of ensuring operations are as smooth as possible.
The role can be based in either the Glasgow or Edinburgh office and operates on a hybrid basis. The role is offering a contract of 3 months with an option to extend for a further 3 months. The role is inside IR35.

Responsibilities:
· Deliver technical IT support to users.
· Utilize our Service Desk system (IFS Assyst) to respond to IT support requests in a chronological order, adhering to agreed-upon Service Level Agreements, and keeping users informed of call progress, including updates when resolution is delayed.
· Precisely document incident and change actions along with their respective resolutions.
· Efficiently oversee each personally assigned incident or change.
· Perform the reconstruction of workstations, laptops, and tablets.
· Collaborate closely with colleagues to manage queues effectively.
· Coordinate with other support teams and external suppliers.
· Escalate any issues to our 3rd line infrastructure teams to ensure the swift resolution of major problems.
· Work with designated external suppliers to resolve issues requiring external resources, such as internal hardware replacement, as needed.

Requirements:
· Exceptional customer service skills, strong communication abilities, and a professional telephone demeanour. (Applicants must demonstrate proficiency in both written and spoken English)
· Previous experience in an IT Support Service (2nd Line) or a similar ITIL support role.
· Proficiency in MS Office 2016/365
· Familiarity with Active Directory
· Knowledge of Microsoft Exchange Server 2016/365
· Experience with SCCM 2016
· Expertise in troubleshooting Microsoft-based operating systems, with a focus on Windows 10 and Microsoft Office products.
· Familiarity with MS Teams
· Proficiency in OneDrive
· Competency in M365
· Supporting customers using Exchange online
· Experience in providing support for cloud-based technologies.

· Package on Offer:
· Initial 3-month contract with option to extend further.
· Inside IR35.
· Hybrid working at either Glasgow or Edinburgh offices.

If this role is of interest to you, please apply directly for immediate consideration by submitting your most recent CV.

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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