Service Desk Analyst (Glasgow & Dundee)

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Spring Technology's client, a public sector organisation, are currently looking to recruit a Service Desk Analyst for an initial 6 month contract based in either Glasgow or Dundee on a rate of £110-130/day (inside of IR35).

Responsibilities:

* Logging all relevant incident/service request details, allocating categorization and prioritization codes.

* Providing first-line investigation and diagnosis.

* Resolving incidents/service requests when first contacted whenever possible.

* Escalating incidents/service requests that they cannot resolve within agreed timescales.

* Keeping users informed of progress.

* Closing all resolved incidents, requests and other calls.

* Conducting customer/user satisfaction call-backs/surveys as agreed.

* Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

* Updating the CMS under the direction and approval of service asset and configuration management if so agreed.

Requirements:

* Experienced Service Desk Analyst with experience of supporting a range of technologies.

This role will include supporting at 1st line:

* Telephony/contact centre solutions

* Contact Management System

* Networking

* AWS hosting

* Online forms

* Line of business applications

* Apple Mac

* Windows 10 / Office 2016

Desirable Skills:

* Knowledge of JIRA, Assyst, Confluence, Active Directory, Power-shell and MS Exchange.

* Familiarity with concepts relating to Continuous Improvement.

* A good understanding of SCCM & Microsoft Active Directory Domain Services (AD DS) principles.

* ITIL Foundation Certificate v3 / v4.

* Networking fundamentals, including Transmission Control Protocol /Internet Protocol (TCP/IP), and Domain Name System (DNS).

If you would like to hear more about this opportunity please get in touch with Chris Wallis 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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