Service Desk Analyst - Level 2

We are pleased to be recruiting for a Level 2 Service Desk Analyst to join a high-growth headquarters based near the centre of Glasgow on a full-time, permanent basis.

Day to day in this role you will be responsible for providing customer support, resolving issues as they arise, diagnosing faults, training new staff members and more! You will also be responsible for recommending changes and assisting in project work.

If you have level 2 experience and have been working within a helpdesk position for 2 years or more then this could be an excellent opportunity for you to widen your knowledge and grow within a business. We would also be interested in candidates with strong 1st line experience that are interested in progressing into a level 2 role.

This position will be working Monday to Friday, 9am to 5:30pm, this position is hybrid. This is an opportunity to join a fantastic business who offer a number of great benefits including, bonus opportunity, private health care, scope for progression and much more! The salary for this position is paying up to £35K depending on candidate's experience.

Daily duties:

• To provide excellent customer service and support, issue resolution and request fulfilment. Deployment and configuration of IT equipment to our user-base. Troubleshooting issues and gathering information using in person, telephone, and remote technologies, with occasional on-site visits.
• Ensure all incidents are resolved and requests fulfilled in accordance with Service Level Agreements.
• Working with 3rd line SME's to help identify tasks and knowledge to transition to the Service Desk.
• Taking a lead in the reporting and monitoring of service desk.
• Improve and enhance the call resolution, user documentation, policies, troubleshooting guides, knowledgebase, and internal procedures within IT.
• Assisting with deployment and device management technologies.
• Partnering with IT and business personnel to discuss the impact of incidents on products and services.
• Contributing to the development of business support standards, processes and procedures, and guidelines for incident.
• Proactively enhancing own knowledge of new products and service technologies.

Candidate requirements:

• Knowledge of maintaining and supporting Windows end-points in an Azure Hybrid environment.
• In-depth Windows configuration.
• Office applications, O365, Teams and Exchange Online.
• Good understanding of local networking.
• Extensive experience with incident troubleshooting and escalation.
• Expertise with ITIL or related service delivery frameworks and tools.
• Managing mobile devices with MDM systems such as Intune, ABM.
• Application management.
• Technical troubleshooting and logical problem-solving skills.
• Excellent customer service and ability to interact successfully with people in a customer-facing role, as well as communicating with Executives, key stakeholders, and project sponsors.
• Proven written and verbal communication skills.

Looking for the next step in your career? Think Specialist Recruitment.
Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing, and IT Helpdesk/IT support.