2nd Line / 3rd Service Desk Analyst

2nd Line / 3rd Line Service Desk Analyst

Job Type: Permanent Full-Time - Hybrid 3 days in the office / 2 days WFH

Location: Edinburgh City Centre

Salary: £28,000.00-£40,000.00 (depending on experience)

Hours of work: The hours of work are 37.5 per week between 7:30 - 18:00 with 1h lunch break (rotating shifts 08:30-17:00 or 07:30 - 16:00 or 09:30 - 18:00)

My client is a leading IT MSP based in the Edinburgh area who are recruiting for a 2nd Line Service Desk Analyst or 3rd Line Service Desk Analyst.

2nd Line / 3rd Line Service Desk Analyst Responsibilities:

• Provide an exceptional customer experience through technical support and assistance to end-users remote or on-site as required.
• Troubleshoot and resolve hardware, software, and network issues promptly and effectively.
• Fix 70% of incidents at first contact (when possible).
• Achieve overall customer satisfaction of 95%.
• Achieve overall customer service level (SLA) of 98%.
• Ensure adherence to performance targets.
• Ensure that incidents are dealt with according to customer and priority needs.
• Log all support interactions and maintain accurate records of user inquiries, problems, and resolutions in the ticketing system.
• Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.
• Escalate complex technical issues to appropriate team member or third-party vendors for resolution.
• Follow processes to ensure that a high quality of service is provided to internal and external customers.
• Desire to build relationships within the service desk team and the wider organisation.
• Understand the business Objectives, Vision, Mission and Values.
• Support the organisation's commitment to good quality and information security management (ISO 27001 and ISO 9001 certifications) by adhering consistently to policies and procedures.

2nd Line / 3rd Line Service Desk Analyst Knowledge / Skills Required:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience).
• Knowledge of ITIL Framework; ideally having an ITIL Foundation
• 3+ years' experience in an IT Service Desk/Helpdesk Function
• Experience with Microsoft 365 administration, Intune/Endpoint Manager and Azure fundamentals.
• Knowledge of Service Management Platforms such as Halo PSA and N-Able N-Central.
• Knowledge of Microsoft's 365 Cloud Administration and Configuration.
• Soft Skills, Customer Service (Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care)
• Experience with Server hardware raid rebuilds and restores.
• Understanding of WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, RDP, and Remote Desktop Control.
• Hands-on experience with scripting or automation (desirable)
• Driving Licence
• Team player, you will thrive in a collaborative environment and will contribute fully to the success of your team
• Demonstrable problem-solving skills, with tenacity under pressure and a methodical approach to investigations.
• Ability to prioritise multiple high-urgency tasks, balancing reactive support with proactive improvements.
• IT certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft certified (MS900, AZ900, MD103), ITIL Foundation, Watchguard, Unify, CISCO etc are a plus.
• Proven experience in a technical support role, preferably in a service desk environment.
• Strong understanding of hardware, software, and network troubleshooting techniques.
• Excellent communication and customer service skills, active listening and customer-care with the ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving and analytical skills, with attention to detail.
• Ability to work effectively in a fast-paced environment and prioritize tasks to meet service level agreements (SLAs).
• Ability to adapt to changes quickly; self-motivated and self-disciplined, remaining calm under pressure and being a capable and tenacious problem-solver.

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