IT Service Desk Analyst - Leading IT Infrastructure Provider

Glasgow, Glasgow City
Competitive Salary + Benefits
04 Nov 2016
02 Dec 2016
Contract Type
Full Time

IT Service Desk Analyst - Leading IT Infrastructure Provider
Competitive Salary + Full Company Benefits

++ We are currently recruiting a skilled IT Service Desk Analyst to provide exceptional Service Support & Customer Management to our customers ++ 

The role-holder will provide front line IT support to our customers via telephone, email and remote support applications taking ownership of support incidents and tracking through to resolution. Daily network administration will also be carried out as part of managed service provision

Who we are:

From beginnings as an Internet Service Provider in 1994, we have developed and matured into one of the leading providers of IT infrastructure and support services across the UK.

After celebrating our 20th Anniversary in 2014, we truly have the longevity and experience to understand how in a technological world, highly effective IT is core to business success. That is why we pride ourselves on delivering superior IT infrastructure and support.

Service Desk Analyst Main Responsibilities:

+ Answering support requests directly from customers 
+ Network and Server Monitoring though automated Network Management Alerts and Escalation to relevant Support and Telco Suppliers.
+ Taking ownership of customer service requests and incidents
+ Implementing fixes and solutions where appropriate, either via discussing directly with customer, via email or via remote control
+ Escalating calls to Technical Resolution groups
+ Daily administration of customer and internal networks as part of managed services provision
+ Reporting on call performance and server health-checks
+ Checking manufacturer web sites for product updates and producing in-house bulletins
+ Assisting other teams within the Service department as required
+ Achieving and Maintaining certifications as required
+ Deliver a first class service to our Customers
+ Perform all duties in a positive and professional manner and assist in the promotion of a productive team environment 
+ Protect and develop the company's image, approaching all service issues in a positive and effective manner, responding immediately to fault calls and service requests.

Key skills for a IT Service Desk Analyst with us are:

+ Excellent Customer-focused ability with a good understanding of business objectives
+ Excellent team working ability
+ Excellent interpersonal and verbal communication skills and the ability to generate strong and lasting relationships with our customers
+ Good basic technical understanding of IT. Ideally hold a current MCP / CCNA level qualification or be able to demonstrate a similar level of knowledge of Microsoft products and applications


+ Good experience in a Customer facing IT Support environment, with strong Service Desk experience essential.
+ Previous experience of working within an IT service provider environment would be desirable
+ Awareness of ISO / BSI and ITIL frameworks.
+ Awareness of working with Service Level Agreements
+ Full UK driving licence is would be preferable but not essential

Personal Attributes:

+ Successful individuals will be able to demonstrate enthusiasm and commitment to solving customer problems and enjoy working in a service driven environment.
+ They should be able use their judgement to suitably manage client issues and resolve problems.
+ Candidates should be able to demonstrate strong communications skills, both written and verbal.
+ An ability and willingness to manage a variable number of incidents and service requests to a number of geographically dispersed customers.
+ Good team working and organisational skills are essential.


+ Monday to Friday 7am to 7pm (7.5 hour shifts within the day)

You may have worked in the following capacities:
IT Helpdesk Engineer, 1st Line Support Desk Engineer, IT Service Engineer, NOC Support Engineer, Graduate IT Engineer, Junior Service Desk Engineer.

Interested? Just Apply Below...

In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR. 

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