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IT Service Desk Analyst / FTC 6 months/ Merlose

Job Title: IT Service Desk Analyst / FTC 6 months/ Merlose
Contract Type: Contract
Location: Melrose, Scottish Borders
Salary: Up to £20000 per annum
Start Date: ASAP
Reference: BBBH57434_1526287892
Contact Name: Barbara Tomaszewska
Contact Email: B.Tomaszewska@parity.net
Job Published: May 14, 2018 09:51

Job Description

IT Service Desk Analyst / FTC 6 months/ Melrose

We have a fantastic opportunity for an experienced IT Service Desk Analyst for a 6 months fixed term contract based in Melrose.

The successful candidate would need to take part in shifts which run between 8-4 and 9-5 - there is also a late shift running every 7 weeks or so which is from 10-6.

Main duties:

  • Deal with all support calls logged via the Self-Service Portal and by telephone using our call management system (TOPdesk)
  • Provide first line diagnosis and quick fix resolutions where possible.
  • Active Directory account administration using Active Roles Server
  • Understand and work to meeting SLAs (service level agreements)
  • To ensure all tickets are logged to the correct teams
  • To ensure all required information is gathered and recorded in a clear and concise manner


  • Demonstrate the ability to deliver to individual performance and team targets
  • Demonstrate the ability to maintain high morale within a high pressure environment
  • Experienced in customer interaction and analytical skills
  • Commitment to achieving high quality customer service and support quality care
  • Demonstrable experience of team working
  • Educated to "Higher" level or equivalent.


  • Experience of working with technology
  • Demonstrate a track record in customer services.
  • ITIL Service Management awareness
  • Partnership working and relationship building with customers

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Parity Professionals Ltd acts in the capacity of an Employment Business when providing contract work finding services.