2nd Line Support- SC Cleared

This job has now expired please search on the home page to find live IT Jobs.

2nd Line Support- SC Cleared

Location: Glasgow

Duration: 6 months

Based in our Glasgow office the Desktop Support team are responsible for providing 2nd line day to day desktop support (both software and hardware), plus supporting our remote users based around the UK; ensuring problems are handled in a timely and efficient manner, whilst maintaining high customer service standards.

We are looking for a contractor to join this team; ideally we are looking for a candidate that has been educated to 'A' level, or equivalent, standard. This position will report to the Client Services IT Manager.

*Investigating issues logged by users on the helpdesk using ServiceNow

oEnsure the end user is updated with progress via the appropriate communication method and the helpdesk tickets are furnished with notes / progress.

oEnsure helpdesk tickets are prioritised based on business impact and are dealt with in a timely fashion.

oEscalate support incidents when necessary and in a timely and consistent fashion.

oIdentify common issues and investigate / implement long term fixes, rather than piecemeal 'workarounds'.

oEnsuring that standards and procedures are followed.

*Perform user account management as part of the starter / leaver process

oPerform account creation and suspension tasks as required; ensuring that standards and procedures are followed.

*Contribution to central Desktop Services documentation and information repository

*Support and assist with projects when called upon

*Ensure software licensing policies are followed at all times.

*Liaise with the Asset Manager to ensure correct asset registration and assist in stock control

Skills required for this Role:

The Helpdesk and onsite support would include:

*Support Calls

*Help desk

*Onsite & Remote Support

*PC imaging and Setup for New Users

*Daily Checks

*Dynamic and flexible "can-do" attitude

*Some travel to support remote offices

Essential Skills & Experience

*Windows Desktop Operating System

*Active Directory

*Basic Networking / TCP IP / Broadband Setup

*Provide support for remote users including the use of ISPs, VPN and personal firewall software

*Remote Desktop

*Endpoint encryption and protection

*Microsoft Office

*Skype Enterprise Voice

*Virtualisation Technologies

*Mobile Telephony

*Able to demonstrate analytical and creative problem solving skills with the ability to identify root cause and implement controlled changes

*Experience in a technical support role, ideally second line / customer-facing

*Experience in communications and interfacing peripherals to computer hardware

*Excellent communication skills, both spoken and written

*Proven ability to learn about new and complex products and services quickly

*Ability to produce clear, concise, technical reports including the ability to update and maintain written processes and procedures

*Proven team player

Qualifications required:

Scotland - You must have at least 5 standard grades at level 1-3, or equivalent, including Maths and English