2 of 2 Permanent Service Delivery Jobs in North Lanarkshire

Position: IT Service Specialist (Line 1) Location: Moodiesburn, Glasgow (On-site) Schedule: Monday to Friday Employment Type: Full-Time, Permanent Role Overview: The IT Service Desk Analyst serves as the primary point of contact for internal IT queries and technical issues. This role involves logging, diagnosing, and resolving standard technical problems or escalating more complex issues to higher … position plays a key role in delivering reliable, high-quality IT support and contributes directly to the effectiveness and success of the IT department. Key Responsibilities: Respond to IT service requests submitted via portal, email, phone, or chat. Perform initial diagnosis and resolve known issues. Troubleshoot unfamiliar issues following established procedures. Escalate unresolved problems to Level 2 support or … appropriate teams, providing all relevant details. Monitor outstanding tickets to ensure timely resolution in line with service expectations. Maintain accurate records of incidents and service requests; contribute to knowledge base documentation including error fixes and workarounds. Ensure high customer satisfaction through clear communication and prompt issue resolution. Adhere to IT service desk policies, procedures, and best practices. More ❯

problem management - capturing and categorise incidents, and recurring incidents with a view to reducing the volume of incidents overall Execute incident and problem management framework as instructed by the Service Delivery Manager Deliver exceptional levels of customer service to internal customers Strict adherence to internal ICT controls Monitor ICT Service Desk compliance issues, taking remedial action More ❯