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2nd Line Desktop Support Analyst - Glasgow

Glasgow
£16 - £20 per hour + Hourly rate - Contract (neg)
63734/001_1581074345

FPSG are partnered with a key Client in the technology space in Glasgow, who are looking to complement their existing 2nd Line Desktop Support Team with the addition of another contractor.

About the Role:

Based in their Glasgow office, the Desktop Support team are responsible for providing 2nd line day to day desktop support (both software and hardware), plus supporting their remote users based around the UK; ensuring problems are handled in a timely and efficient manner, whilst maintaining high customer service standards.

We are looking for a contractor to join this team, reporting to the Client Services IT Manager.

Investigating issues logged by users on the helpdesk using ServiceNow

Ensure the end user is updated with progress via the appropriate communication method and the helpdesk tickets are furnished with notes / progress.

Ensure helpdesk tickets are prioritised based on business impact and are dealt with in a timely fashion.

Escalate support incidents when necessary and in a timely and consistent fashion.

Identify common issues and investigate / implement long term fixes, rather than piecemeal 'workarounds'.

Ensuring that standards and procedures are followed.

Perform user account management as part of the starter / leaver process

Perform account creation and suspension tasks as required; ensuring that standards and procedures are followed.

Contribution to central Desktop Services documentation and information repository

Support and assist with projects when called upon

Ensure software licensing policies are followed at all times.

Liaise with the Asset Manager to ensure correct asset registration and assist in stock control

Skills required for this Role:

The Helpdesk and onsite support would include:

Support Calls

Help desk

Onsite & Remote Support

PC imaging and Setup for New Users

Daily Checks

Dynamic and flexible "can-do" attitude

Some travel to support remote offices

Essential Skills & Experience

Must be eligible for Disclosure Scotland / BPSS Screening and / or hold or be eligible for SC Clearance

Windows Desktop Operating System

Active Directory

Basic Networking / TCP IP / Broadband Setup

Provide support for remote users including the use of ISPs, VPN and personal firewall software

Remote Desktop

Endpoint encryption and protection

Microsoft Office

Skype Enterprise Voice

Virtualisation Technologies

Mobile Telephony

Able to demonstrate analytical and creative problem solving skills with the ability to identify root cause and implement controlled changes

Experience in a technical support role, ideally second line / customer-facing

Experience in communications and interfacing peripherals to computer hardware

Excellent communication skills, both spoken and written

Proven ability to learn about new and complex products and services quickly

Ability to produce clear, concise, technical reports including the ability to update and maintain written processes and procedures

Proven team player

Next Steps:

Please submit your most recent CV (preferably in Word format) to Michael Taggart, Director - IT Recruitment Solutions at FPSG for review. CV's will be reviewed promptly and the selected candidates invited to interview in Glasgow and an appointment made ASAP, given the urgency of the requirement.

We are Disability Confident and neurodiverse aware. If you have a disability, please tell us if there are any reasonable adjustments we can make to assist you in your application or with your recruitment process

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