Helpdesk Analyst

Your new company
A large enterprise-sized organisation with offices in multiple locations across the UK. This particular role is based at their headquarters in Glasgow City Centre. You will be providing support to business customers, assisting them with hardware and software problems via phone, email and in person.

Your new role
You will be joining a busy helpdesk team and be the first point of contact for a variety of technology issues. You will be expected to solve those problems in a timely manner to the required standard. This role is a mixture of on-the-phone support and in-person work on a Tech Bar in the Glasgow office.

Key responsibilities include:

• Provide support for Audio Visual, Windows, Unified Comms, Microsoft Office and Active Directory, answering support queries via phone, email and IT Service Management ticketing system.
• Work with users to educate them on best practice and use of hardware and software, such as the Office 365 suite of applications, use of AV equipment, connecting remotely etc.
• Act as a liaison between the Service Desk and other groups, escalating issues where necessary.
• Ensure accurate ticket notes are made for colleagues following in-depth investigation.

What you'll need to succeed

• Experience of working in an IT Department in 1st and 2nd line support.
• Experience in Active Directory, exchange services and hardware support. Windows 10 Operating System knowledge, Office 2016 & O365 skills.
• Knowledge of ITIL.
• Excellent time management; systematic approach to troubleshooting.
• A strong communicator with good customer service skills.
• Personal ticket and support queue management skills.

What you'll get in return
This organisation is able to offer a very competitive market-leading day rate to secure the services of a talented individual. This is a 12-week contract with further extension possible. The role is hybrid, with 2-3 days per week in the modern, busy city centre office. The role follows a shift pattern with 35 hours per week split from Monday to Friday 81m - 6pm.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.