Job Description

Service Desk Analyst

Location: EdinburghDuration: Contract - 3 months initiallyStatus: Determined as inside IR35 by client Salary: £150 - £250 per day Important Information - Due to the COVID-19 pandemic, this role will be fully remote until it's safe to return to an office environment - This includes all interviews and on-boarding which will be done via TEAMS/Zoom/Skype. Should things return to "normal" within the duration of the contact, you may be required to visit the office.

Main Responsibilities:

  • Take phone calls, logging requirements and/or responding to colleague inquiries regarding the status of incident/service request tickets.
  • Perform follow-ups with colleagues, Service Desk colleagues and/or other IT teams/vendors.
  • Perform escalation to Service Desk colleagues and/or other IT teams/vendors, based on ticket priority and aged tickets i.e. those that ate breached or nearly breached.
  • Review ticket backlogs based on specified criteria and chase for updates.
  • Maintain tickets with relevant updates, creating auditable trails of activity.

Key Skills:

  • Experience working on a busy IT service desk supporting internal / external customers
  • 1st / 2nd line technical support experience
  • Knowledge of ITIL processes
  • Excellent customer service skills
  • Strong troubleshooting skills
  • Ability to learn new technology and applications

The Company:

Our client is a market leader within their chosen industry supporting a global client base.

Ready to Start?

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