1st Line IT Support Analyst

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Spring Technology's client, a public sector organisation, are currently looking to recruit a Service Desk Analyst for an initial 3 month contract on a rate of £110-120/day(inside of IR35) based in Edinburgh.

Responsibilities:

* Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.

* Ensure customer telephone call duration does not exceed 5 minutes where possible.

* Advise customers of current service issues.

* Actively promote the use if iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.

* Provide 1st line diagnosis and 'quick fix' resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.

Requirements:

* Experience working in an IT Service Desk environment.

* Excellent customer care, communication skills and telephone manner.

* Experience of incident management and working with relevant ITSM tools.

* Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 7, 8 and 10 and Microsoft Office products.

* Experience of supporting BlackBerry, Android and iPhone devices (BES 5 and BES12).

* Experience of supporting Bitlocker encryption.

* Experience of Active Directory - Users accounts and Groups.

* ITIL Foundation qualification would be advantageous.

If you would like to hear more about this opportunity please get in touch with Claire Lorden on 0131 524 9027 or send your CV through to [email protected]

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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