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Service Desk Analyst - Glasgow

Job Title: Service Desk Analyst - Glasgow
Contract Type: Contract
Location: Glasgow, Scotland
Industry:
IT
Salary: £118.71 - £118.74 per day
Start Date: ASAP
Reference: BBBH60287_1552387683
Contact Name: Rhys Jones
Contact Email: r.jones@parity.net
Job Published: March 12, 2019 10:48

Job Description

Service Desk Analyst - Glasgow - 12 Weeks

You will provide a professional first point of contact technical support and customer service as part of the Service Desk team in Information Services. This is achieved through daily processing and management of calls and service requests using ITSM and administrative tools.

Main Duties:

  • Responsible for assisting staff and students in resolving I.T queries and problems using the ITSM call management platform
  • Ensure daily workloads are managed effectively and prioritized where necessary
  • Ensure that service desk standards and procedures are followed and maintained
  • Provide a high level of customer service commensurate with expectations
  • Assist in developing Service desk systems and processes as part of our continual improvement strategy
  • Liaise effectively with I.T departments to effectively communicate issues and resolve problems
  • Contribute towards our ITSM (Information Technology Service Management) framework through staff development
  • Maintain courteous and professional manner at all times
  • Support colleagues and work effectively within a team setting to deliver objective

Essential:

  • Good working knowledge of IT/AV and how it is used in a Business and Education environment
  • Able to clearly explain information and procedures in non-technical terms to a range of users.
  • High level of Customer service skill.
  • Ability to participate fully in Team activities including working as part of project Teams
  • able to use initiative to investigate and lead on problem resolution.
  • Membership of professional bodies
  • Knowledge of ITSM/ I.T. project management
  • I.T. specific certifications e.g. ITIL certification
  • Able to produce the relevant reports in an agreed timeframe
  • Able to document processes and procedures

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