2nd Line Service Desk Support Analyst (Windows 10/11/Office 365) - Permanent - Central Edinburgh (full-time office based)

Evolve IT Recruitment is currently recruiting for an experienced 2nd Line Service Desk IT Support Analyst for a leading and renowned client based in Edinburgh. You will be joining a growing and passionate team that supports its users throughout the business providing first-class service across a wide range of technologies. As part of a large team of Service Desk Analysts, you'll provide a broad range of hardware and software support to employees in offices around the globe - you will ensure all technical issues are resolved effectively, efficiently, and with exceptional customer service.

As a 2nd Line Service Desk Analyst, you'll assess the user's issue or requirements, providing a solution if possible and some second-line troubleshooting support. You will deal with a wide range of people across the business, so communication skills are key - you'll be able to meet people face-to-face and really get to the root of their problems and find a solution quickly. You will work across a wide range of technologies such as Microsoft Windows desktop operating systems, Active Directory, Office 365, MAC OSX and iOS, and Mobile Device Management (MDM).

You will have excellent communication skills and will be keen to join a popular team within the organisation that is renowned for service excellence. Our client utilises technology to its fullest capability and it underpins the success they have as a business; they are keen that the talent they recruit for this role is a highly motivated individual that is driven by technology and is keen to continue expanding their technical knowledge and building a career within the business.

This role is an office-based role in central Edinburgh; there is a shift system in place (early shift starts at 7.00am, late shift starts at 9.30am), and there is on-call support (roughly every 12 weeks).

Responsibilities:

- Resolve technical problems by providing on-site, Service Desk support, face-to-face and over the telephone.

- Installing, configuring and documenting systems using current standards and procedures

- Assist in the ongoing maintenance of procedures documentation, so attention to detail skills are highly desirable.

- Monitor logged and allocated calls to ensure a high level of service is provided

- When problems can't be solved, you'll make sure the correct escalation procedures are adhered to and a best-in-class customer service is provided.

- Be involved in occasional project work and build your technical skill set as your experience within the company grows

Essential:

- Technical support experience within a service desk setting

- Very strong customer service skills

- Excellent knowledge of Windows 10 operating system (any experience with Windows 11 would be advantageous)

- MAC OSX & iOS

- Microsoft Exchange

- Active Directory Administration

- Microsoft Office suite including O365.

- Strong understanding of PCs, printers and peripherals, along with experience of tools to diagnose and troubleshoot issues with remote users

- Good diagnosis/troubleshooting skills

- Any MDM experience is advantageous (such as Intune, Autopilot, Jamf)

Benefits:

- Fantastic salary and benefits package including pension contribution of 15%

- Excellent annual bonus scheme and private health cover