IT Service Desk Analyst

Harvey Nash Plc

Posted on Jan 22, 2025 by Harvey Nash Plc
Edinburgh, Midlothian, United Kingdom
IT
Immediate Start
Annual Salary
Contract/Project - Remote

IT Service Desk Analyst - Inside IR35 - Edinburgh/Glasgow - Hybrid

Day Rate - Market Rates

Duration - 3 months

Harvey Nash's Public Sector Client are hiring an IT Service Desk Analyst, you will be required onsite 2 days per week in either Glasgow or Edinburgh offices, you will be responsible for:

  • 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 relating to the availability of Client Accounts and related services.
  • Actively promote the use of 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.

1st line services supported and included in this role:

  • Office 365 application support
  • MS Exchange Online support
  • Creation of MS Teams accounts
  • OneDrive support
  • BitLocker encryption recovery
  • Active Directory account administration
  • BlackBerry, Android and iOS support
  • Cloud based technologies support
  • Equitrac Secure Printing PIN support
  • 1st line support and resolution for issues including
  • Account profiles, Outlook and Remote Working.

Desirable Skills & Experience

  • Experience of supporting Mitel Telephony
  • ITIL Foundation qualified
  • Service Desk Institute - SDA qualified.

Please note that you must be eligible for BPSS Clearance.


Reference: 2885301268

https://jobs.careeraddict.com/post/98994333

This Job Vacancy has Expired!

Harvey Nash Plc

IT Service Desk Analyst

Harvey Nash Plc

Posted on Jan 22, 2025 by Harvey Nash Plc

Edinburgh, Midlothian, United Kingdom
IT
Immediate Start
Annual Salary
Contract/Project - Remote

IT Service Desk Analyst - Inside IR35 - Edinburgh/Glasgow - Hybrid

Day Rate - Market Rates

Duration - 3 months

Harvey Nash's Public Sector Client are hiring an IT Service Desk Analyst, you will be required onsite 2 days per week in either Glasgow or Edinburgh offices, you will be responsible for:

  • 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 relating to the availability of Client Accounts and related services.
  • Actively promote the use of 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.

1st line services supported and included in this role:

  • Office 365 application support
  • MS Exchange Online support
  • Creation of MS Teams accounts
  • OneDrive support
  • BitLocker encryption recovery
  • Active Directory account administration
  • BlackBerry, Android and iOS support
  • Cloud based technologies support
  • Equitrac Secure Printing PIN support
  • 1st line support and resolution for issues including
  • Account profiles, Outlook and Remote Working.

Desirable Skills & Experience

  • Experience of supporting Mitel Telephony
  • ITIL Foundation qualified
  • Service Desk Institute - SDA qualified.

Please note that you must be eligible for BPSS Clearance.

Reference: 2885301268

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