2nd Line / 3rd Service Desk Analyst

Overview

2nd Line / 3rd Line Service Desk Analyst role for an IT MSP based in Edinburgh. Job type: Permanent Full-Time, Hybrid (3 days in the office / 2 days WFH).Location: Edinburgh City Centre. Hours: 37.5 per week between 7:30 and 18:00 with 1 hour lunch break (rotating shifts: 08:30-17:00, 07:30-16:00, or 09:30-18:00).Contact: Gautam Raval. Job published: 14 days ago.Responsibilities

Provide an exceptional customer experience through technical support and assistance to end-users, remote or on-site as required.Troubleshoot and resolve hardware, software, and network issues promptly and effectively.Fix 70% of incidents at first contact (when possible).Achieve overall customer satisfaction of 95% and a service level (SLA) of 98%.Log all support interactions and maintain accurate records of user inquiries, problems, and resolutions in the ticketing system.Take ownership of logged incidents and follow up with customers to ensure satisfaction with the resolution.Escalate complex issues to appropriate team members or third-party vendors when needed.Adhere to processes to ensure high-quality service for internal and external customers.Build relationships within the service desk team and across the wider organization.Understand the business objectives, vision, mission, and values.Support information security management by adhering to policies and procedures (ISO 27001 and ISO 9001).Knowledge / Skills Required

Bachelor’s degree in IT, Computer Science, or related field, or equivalent work experience.Knowledge of ITIL framework; ITIL Foundation is preferred.3+ years in an IT Service Desk/Helpdesk role.Experience with Microsoft 365 administration, Intune/Endpoint Manager, and Azure fundamentals.Familiarity with service management platforms (e.g., Halo PSA, N-Able N-Central).Understanding of Microsoft''s 365 Cloud Administration and Configuration.Strong customer service, communication, and active listening skills.Experience with server hardware RAID rebuilds and restores; knowledge of WAN/LAN, routers, firewalls, and security.Remote access solutions (VPN, RDP, Remote Desktop) support.Desirable: scripting or automation experience.Valid driving licence; able to travel if required.Team player with the ability to work in a fast-paced environment and manage multiple high-urgency tasks.IT certifications (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft certs such as MS900, AZ900, MD-103) are a plus; ITIL Foundation, WatchGuard, Unify, CISCO are beneficial.Proven technical support experience with clear ability to explain technical concepts to non-technical users.Sites: Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.By submitting your details you agree to our ..... full job details .....