Role
: IT Service Desk Analyst
Location
: Dalkeith
Pay Rate
: £15.38 per hour
Work Schedule
: 35hrs per week. Monday to Friday 9-5
Responsibilities:
- Provide 1st and 2nd line IT support to users, resolving technical issues via phone, email, or in person.
- Log and manage all incidents and service requests using the IT service management system.
- Troubleshoot hardware, software, and network issues, escalating more complex problems to higher-level support when necessary.
- Assist with the setup and configuration of IT equipment, including desktops, laptops, and mobile devices.
- Monitor and manage IT systems, ensuring they run smoothly and efficiently.
- Maintain accurate records of IT assets and update documentation as needed.
- Ensure compliance with company IT policies and procedures.
- Support other IT tasks as required.
Essential Skills:
- Previous experience in an IT service desk or support role is preferred.
- Strong problem-solving abilities and technical troubleshooting skills.
- Excellent communication skills, with the ability to explain technical issues clearly to non-technical users.
- Proficiency in using IT service management tools and remote support software.
- Knowledge of Windows operating systems, Microsoft Office, and basic networking.
- Ability to work effectively as part of a team and manage multiple tasks simultaneously.
- At least two years' experience working in a customer facing IT support role.