We are working with a leading global organisation based in Glasgow city centre who are looking to add an IT Service Desk Analyst to their team on an initial 6-month fixed term contract. This role would suit someone with previous Service Desk or IT Support experience who enjoys troubleshooting technical issues, helping users and working in a busy environment where no two days are the same. Working as part of a wider IT team, you'll be the first point of contact for users requiring technical support, providing both 1st and 2nd line support while ensuring a high level of service throughout. Key Responsibilities Providing 1st and 2nd line support to users via phone, email and in person. Troubleshooting hardware, software, account access and network-related issues. Resolving common IT problems including password resets, printer issues, software faults and connectivity problems. Logging, updating and managing tickets through the service desk system. Escalating more complex issues to specialist teams when required. Keeping users informed throughout the resolution process and ensuring a positive customer experience. Working to agreed service levels and response times. About You We're keen to speak with candidates who have: Around 1-2 years' experience within an IT Support, Helpdesk or Service Desk environment. Good troubleshooting and problem-solving skills. Experience supporting Windows and/or macOS environments. Knowledge of Microsoft Office and other common business applications. Experience using ticket management systems such as ServiceNow, Jira or Zendesk. An understanding of ITIL principles and service desk best practice would be advantageous. Strong communication skills and a customer-focused approach. Additional Information 37.5 hours per week. Monday to Friday on a rotating shift pattern between 7:0am and 8:0pm. Hybrid working arrangement. Initial 6-month fixed term contract. Glasgow city centre location. This is an excellent opportunity to join a well-known global organisation and gain exposure to a large-scale enterprise IT environment while working within a supportive and collaborative team. #J-18808-Ljbffr
IT Service Desk employer: Eden Scott
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