2nd Line Desktop Support Analyst - Glasgow
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:
Onsite & Remote Support
PC imaging and Setup for New Users
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
Basic Networking / TCP IP / Broadband Setup
Provide support for remote users including the use of ISPs, VPN and personal firewall software
Endpoint encryption and protection
Skype Enterprise Voice
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
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.
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