Helpdesk Analyst

Venesky-Brown's client, a public sector organisation in Edinburgh/Glasgow, is currently looking to recruit a Helpdesk Analyst for an initial 3-month contract with potential to extend on a rate of £15.09 hour. This role will be a hybrid of working at home and in the office.

Responsibilities:

• Responding to support enquiries in a timely, courteous and helpful manner

• Investigating reported technical issues reported by our users and colleagues

• Escalating significant issues to the Support Team lead and or Delivery teams

• Working with other team members to establish common themes with enquiries and making suggestions for how the product(s) can be improved to reduce support enquiries and improve our user experience

• Be proactive and to take initiative towards managing own and team workload via a service desk and keeping records up to date

Essential Skills:

• Educated to NVQ/SVQ Level 3/HNC Level in a related subject

• Experience working within a fastpaced customer service environment

• Confident with communication with both internal and external customers in a polite, timely and informative way - both written and verbally

• Ability to organise work flexibly within a multi-stakeholder/multi-deadline environment

• Can work as part of a team and independently

• Experience of fast-paced working environments with strict deadlines

• Ability to work with minimal supervision and to meet deadlines

• Flexible approach to learning and problem solving

• Commitment to personal and professional development

• Ability to work in a complex and challenging team environment. With the ability to organise work flexibly within a multi-stakeholder/multi-deadline environment

• Excellent interpersonal and customer service skills - demonstrating confidence in both verbal and written communications

• Thorough, patient with a strong desire to resolve any customer issues to the satisfaction of the end user

• Able to quickly understand complex business processes

• Demonstrable high level of IT skills, including Microsoft 365

• Accurate eye for detail

• Good time management

Desirable Skills:

• HND/Advanced Diploma level qualification with indepth experience or

• SCQF Level 8 equivalence obtained via Professional Development Awards; Technical Apprenticeships; and SVQs

• Experienced in Agile Methodologies

• Experienced in modern technology delivery methodologies

• Ability to problem solve and communicate effectively

• Experience of working on a Service desk

• Experience using the Turas Platform

• Experience of working within health and social care technology context

• Experience of communicating and influencing across teams

• Experience of one or all the following: Jira, Turas, SQL

• Experience with knowledge sharing and training of colleges

• Understanding of the application of GDPR to the storage and use of participant information and data privacy

• Supervisory role including coaching and/or mentoring of team members

If you would like to hear more about this opportunity please get in touch.