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Service Desk Analyst

Posted 7 March by Hays Specialist Recruitment Limited Easy Apply Ended

1st Line Support - Service Desk Analyst - Dumfries

Your new company
My client, a charitable organisation based in Dumfries, has a requirement for an IT Helpdesk Technician from the first week in April.

Your new role
The overall purpose of the IT Helpdesk Technician role is to provide day-to-day IT support and develop and maintain the corporate network and applications to ensure that these are available to staff when required.
Key result areas for the post are:

  • Successful delivery of IT services.
  • Provision of advice and support to a range of stakeholders on IT issues.
  • Contribution to the overall performance and achievement of objectives for the IT team.
  • Representing the organisation effectively and in a professional manner.

Work in the IT function is delivered within agreed policies and procedures.
Service delivery

  • Deliver all IT services to a high standard, ensuring that activities are delivered on time and in budget.
  • Effectively respond to all customer enquiries, (internal and external) needs and requests.
  • Provide specific advice and support on areas relating to IT systems to other parts of the business.
  • Provide update reports on activities which the post is responsible for.

Performance management

  • Contribute to the successful delivery of all KPIs within the IT function.
  • Be aware of our overall aims and objectives and contribute to the overall development of a high performing organisation.

Policies and procedures

  • Adhere to relevant organisation policies and procedures.
  • Contributing to the development of policies and procedures.
  • Review and monitor the effectiveness of procedures, suggesting improvements where required.

What you'll need to succeed
The IT Helpdesk Technician role is responsible for delivering services such as:

  • Provide first line support to users through the IT helpdesk.
  • Installing and maintaining PCs and peripherals.
  • Supporting the IT Systems Officers in installing and maintaining servers, application software and network communications equipment
  • Supporting the IT Systems Officers in ensuring the security and integrity of our communications network.
  • Providing technical support to our computer users and awareness of advances in technology that may increase the effectiveness of the network.
  • Assisting in the support of the corporate systems, analyse user requirements, suggest suitable solutions.
  • Providing training on our systems.
  • Supporting the IT Systems Officers in creating high quality system and user documentation.
  • Developing expertise in particular applications and providing mentoring to colleagues.
  • Conducting comprehensive testing under the direction of the IT Supervisor.

Has experience of:

  • user support
  • analysing and understanding user requirements
  • knowledge of system testing
  • operating in a customer focused environment
  • successfully achieving objectives
  • communicating and working with a wide range of stakeholders

Has knowledge of:

  • best practice approaches to system support and IT security

Able to:

  • apply policies and procedures in a consistent and effective manner
  • work with customers and deal with difficult situations
  • contribute to the improvement of services
  • solve problems
  • work effectively as part of a team
  • represent and promote our values
  • manage and prioritise own workload.


  • high personal integrity and a strong focus on personal accountability to deliver effective outcomes
  • high level of oral and written communication skills


  • self-motivated
  • performance driven
  • customer focused
  • able to demonstrate empathy with our core aims and values
  • commitment to developing culture of openness and partnership

What you'll get in return
There is a competitive day rate on offer for this position in line with the Scottish markets. An opportunity to work in a transitioning IT department that is looking to bring in cloud technologies and implement a more modern IT strategy.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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