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- Using our Service Desk system, respond to requests for IT Support in chronological order and within agreed Service Level Agreement's keeping user informed of progress of call, including updates where resolution may be delayed.
- To accurately record incident and change actions and their associated resolution.
- To effectively manage each personally assigned incident/change.
- Rebuilding of Workstations, Laptops and Tablets
- Liaise closely with colleagues in relation to overall queue management.
- Liaise with other Support Teams and External suppliers
- Escalate any issues to our 3rd line infrastructure teams ensuring any major issues are dealt with promptly
- Liaise with appointed external suppliers to provide problem resolution where external supplier resources are required (internal hardware replacement etc)
- Excellent customer care, communication skills and telephone manner. (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
- Windows Operating Systems (Windows 10, Server 2016)
- MS Office 2016/36
- Active Directory
- Microsoft Exchange Server 2016/36
- SCCM 201
- Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 10 and Microsoft Office products
- MS Teams
- Onedrive
- M36
- Supporting customer who use Exchange online
- Experience of supporting cloud based technologies
- ITIL Foundation qualified
IT Support Analyst - Midlothian, United Kingdom - Venesky-Brown
Description
Venesky-Brown's client, a public sector organisation in Edinburgh/Glasgow, is currently looking to recruit an IT Support Analyst (2nd Line) for an initial 3 month contract with option to extend on a rate of GBP200/day (Inside IR35).
This role will be a hybrid of working at home and in the office.Responsibilities:
Essential Skills:
The following essential skills at 2nd line level:
Desirable Skills: