The public sector client is looking to recruit 2 Service Desk Analysts for a 6 month temporary contract based in Glasgow. The successful candidate/s will have a valid SC Clearance.

This role offers the opportunity to play a critical part in supporting and servicing over 4000 users across FCDO’s global offices.

You will be an experienced IT professional looking to work with a first-class service desk team which is spread across 3 main locations.

You will be contracted to be part of the IT Service Desk within the Operations Team offering 1st and 2nd line support, you will work closely with the IT Service Desk Team Leader and other Service Desk Analysts. Reporting directly to the IT Service Desk Team Leader you will be responsible for the day to day call answering and handling of calls allocated to you by the Team Leader/Call Manager or escalated to you by other members of the Service Desk team within our Whitehall location (currently working remotely).
You will be customer-focused, instilling confidence and knowledge across the team and user community.
You will have sound knowledge of IT Service provision and excellent end user/customer service skills.

This assignment sits inside IR35.

You should have competent knowledge of the following applications / operating systems:
Windows 10
Office 365 suite including Teams and One Note
Office 365 Admin – new users accounts, password resets etc
VPN/Remote working support
Android/ IOS
Intune Company Portal
Video conferencing endpoint device knowledge useful Polycom/Cisco

Key responsibilities and accountabilities:
The responsibilities of the role will include:
• Providing call answering support on a rotation basis.
• Proactive management of your own call queue ensuring calls are answered within SLA target times
• Identifying, managing and owning Incidents with the support of the IT Service Desk Team Leader and Head of IT Service Desk
• Spot patterns in incoming calls that could indicate problems or incidents that should be escalated via IT Service desk Team Leader
• Report customer escalations to Service Desk Management Team
• Service desk hours 8am to 6pm you will be expected to cover some of this shift, either 8-4, 9-5 or 10-6
• Provide TechBar 1-2-1 1st line support to users in the office
• Provide adhoc administrative support to the hardware repairs, tracking requests and ensuring repairs are undertaken.
• The Service Desk has been working successfully on a remote basis (with minimal support provided in the office) as a result of COVID-19 lockdowns. As local restrictions ease we will be increasing our office based presence. You will be required to offer both remote and in-office support. The office is Covid-19 secure and social distancing measures are in place to keep you safe.