IT Support Analyst (2nd Line)

Description

IT Support Analyst (2nd Line)
ASA Recruitment on behalf of our client
Position: IT Support Analyst (2nd Line)
Location: Edinburgh or Glasgow
Working Hours: 08:30 – 17:00 (Monday to Thursday), 08:30 – 16:30 (Friday), including a 1-hour lunch break
Travel: No travel required
Duration: To commence on 2 September 2024 and end on 29 November 2024 with the option of a 3 month extension.
Day Rate £123.60
Assignment Description:
We are seeking a dedicated IT Support Analyst (2nd Line) to join our client’s Technical Support Team. This role involves providing technical IT support to SCOTS users, managing incidents, changes, and liaising with various support teams and external suppliers to ensure timely resolution of issues.
Key Responsibilities:
· Technical IT Support:
o Utilise the Service Desk (IFS Assyst) system to respond to IT support requests in chronological order, adhering to agreed Service Level Agreements (SLAs).
o Keep users informed of progress, including updates where resolution may be delayed.
o Accurately record incident and change actions and their resolutions.
o Effectively manage each personally assigned incident/change.
· Hardware Support:
o Rebuild SCOTS workstations, laptops, and tablets as required.
· Team Collaboration:
o Work closely with colleagues for overall queue management.
o Liaise with other support teams and external suppliers to resolve issues.
· Escalation and Liaison:
o Escalate issues to 3rd line infrastructure teams to ensure prompt resolution of major issues.
o Coordinate with external suppliers for problem resolution involving external resources (e.g., internal hardware replacement).
Essential Skills, Competencies, Relevant Qualifications, and Previous Experience Required:
Competencies:
· Improving Performance
· Analysis and Use of Evidence
· Communications and Engagement
· Self-Awareness
Essential Skills at 2nd Line Level:
· Excellent customer care, communication skills, and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English)
· Experience of working in an IT Support Service (2nd Line) or similar ITIL support role
· Proficiency with Windows Operating Systems (Windows 10, Server 2012/16)
· Proficiency with MS Office 2016/365
· Experience with Active Directory
· Experience with Microsoft Exchange Server 2016/365
· Experience with SCCM 2016
· Proven troubleshooting skills for Microsoft-based operating systems, with emphasis on Windows 10 and Microsoft Office products.
· Proficiency with MS Teams, OneDrive, and M365
· Experience supporting customers using Exchange online
· Experience supporting cloud-based technologies
Desirable:
· ITIL Foundation qualified
Additional Requirements:
· Basic Disclosure Scotland Certificate
· Baseline Personnel Security Standard level clearance before starting the role
Benefits:
· Opportunity to work in a supportive and dynamic environment.
· No travel required, providing a stable and predictable work routine.
· Potential for professional development and growth within the role.
Application Process:
To apply, please submit your CV detailing your relevant experience and skills. We look forward to hearing from you and exploring how you can contribute to our client’s success.

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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