IT Service Desk Analyst

IT Service Desk Analyst - Inside IR35 - Edinburgh/Glasgow - Hybrid

Day Rate - Market Rates

Duration - 3 months

Harvey Nash's Public Sector Client are hiring an IT Service Desk Analyst, you will be required onsite 2 days per week in either Glasgow or Edinburgh offices, you will be responsible for:

• 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.
• Advise customers of current service issues relating to the availability of Client Accounts and related services.
• Actively promote the use of 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.

1st line services supported and included in this role:

• Office 365 application support
• MS Exchange Online support
• Creation of MS Teams accounts
• OneDrive support
• BitLocker encryption recovery
• Active Directory account administration
• BlackBerry, Android and iOS support
• Cloud based technologies support
• Equitrac Secure Printing PIN support
• 1st line support and resolution for issues including
• Account profiles, Outlook and Remote Working.

Desirable Skills & Experience

• Experience of supporting Mitel Telephony
• ITIL Foundation qualified
• Service Desk Institute - SDA qualified.

Please note that you must be eligible for BPSS Clearance.