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IT Service Desk Analyst - Inverness

IT Service Desk Analyst - Inverness

Posted 4 April by Kelly Services Easy Apply Ended

Job Role

To provide a single point of contact for all staff in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all SLAs are adhered to. Resolutions should be provided in an effective and timely manner.

Working hours between Monday to Friday 08:00-18:00 (8 hours per day)


  • Provide exceptional customer service.
  • Fix 95% of resolvable incidents.
  • Ensure adherence to SLAs.
  • Ensure that incidents are dealt with according to customer and priority needs.
  • Ensure all incidents are accurately logged.
  • Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.
  • Follow processes to ensure that a high quality of service is provided to internal and external customers.
  • Desire to build relationships within the service desk team, the IT group and the wider organisation.
  • To understand the business and its objectives.


  • Log all incoming calls to the service desk.
  • Ensure that information is accurately recorded in the service management tool.
  • Ensure that incidents are assigned to the correct resolver team.
  • Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users.
  • Work with the problem management team or other virtual teams as required.
  • Provide basic in-house training to end-users.
  • Contribute to the knowledge base.
  • Act as a single point of contact.
  • Contribute to Problem Management team as and when required.
  • When required represent the service desk at team and department
  • Plan and prioritise work to ensure that deadlines and targets are met.
  • Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments.

Mandatory Qualifications

  • Security clearance as per the standard set by NLC e.g. Disclosure Scotland.

Desirable Qualifications/Experience:

  • ITIL v3 Foundation.
  • Microsoft Technology Associate or Comp TIA A+ certification.
  • Experience of working in a customer facing IT environment.
  • Experience of ticket logging toolsets, such as Remedy or ServiceNow.

City centre location, fantastic working environment, progression opportunities

Reference: 34824330

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