IT Service Desk Support / IT Support Technician

Job Title: IT Service Desk Support

Location: Edinburgh

Salary: £19,363 - £22,123

Job Type: Full Time, Permanent

Reports To: Service Desk Manager

Closing Date: 1st November 2017

The Client:

Our Client are the lead body for Scotland's historic environment; a charity dedicated to the advancement of heritage, culture, education and environmental protection. They are at the forefront of researching and understanding the historic environment, and addressing the impact of climate change on its future. They investigate and record architectural and archaeological sites and landscapes across Scotland and care for more than 300 properties of national importance. They have a People Strategy which will be an overarching strategy to which ensures they support and develop staff within the organisation.

The Role:

Working within the Information Technology (IT) team the post will be responsible for accepting and resolving 1st and 2nd line IT calls, as allocated by the Service Desk Manager, which have been logged through the IT Service Desk system.

Key Responsibilities:

• Assisting in the delivery of an IT Service Desk provision and IT Support service
• Resolving, where possible, 1st/2nd level IT support requests received to the IT Service Desk at point of call and manage the lifecycle of IT support calls.
• Providing rota-based cover for the IT Service Desk (specifically the IT Service Desk phone, mailbox and Self Service Portal) during normal hours of business, specifically 8-5:30pm.
• To assist IT Technical Groups in the delivery of new and existing IT support services as directed by line management.
• Using existing Service Desk software, to log phone and email requests and requests received via the Self Service Portal within defined timescales.
• Using existing Service Desk software together with clearly defined instruction, to assign unresolved calls to IT Support Technicians or IT technical groups
• Applying defined procedures and guides to all IT support requests to ensure: IT staff manage workloads effectively; IT support requests flow freely and effectively through the IT Service Desk; SLAs are managed effectively.
• Providing reports/metrics from the Service Desk software records as required.
• Assisting in the creation/development of new support methods and practices to develop the role.
• Identifying, during daily tasks, areas where the Service Desk software, procedures and documentation can be created or improved to enhance quality of service or efficiency.
• Assisting with the implementation of improvements as directed by line management.
• Assisting with IT projects where required in the development of IT services
• Communicate concisely & clearly complex instructions to a wide range of users

Essential requirements:

• Familiar with computing on Microsoft Windows Platform
• Good knowledge of Microsoft Office Suite
• General understanding of IT hardware
• Customer service experience

Desirable requirements:

• Experience in an ITILv3 service delivery environment
• Previous IT service desk experience

What They Offer

They welcome applications from all nationalities, ensuring that they have the right to work in the UK and applying for a job with us could open the door to a unique work environment. It could also give you job satisfaction and excellent development opportunities, plus a competitive salary, 25 days paid holidays (rising to 30 days after 5 years' service) and 11 public holidays a year - pro rata for part time staff.

In addition they offer a great benefits package to our employees which includes:

• flexible working hours (where appropriate)
• special leave
• maternity/paternity leave
• adoption leave
• childcare vouchers
• reimbursement for relevant professional subscriptions
• support for further education and personal development
• study leave for work related courses
• access to a learning resource centre

If you are interested in this role please click the APPLY button for the full job description and application pack. The link to apply, and a full job description, will also be sent to your email.

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Candidates with experience of IT Systems Support, IT Analyst, IT Lead, IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, 1st Line Support, IT Manager, 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line IT Support, Desktop Support, 1st Line Support Engineer, 1st Line Support, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Helpdesk Support Technician, Helpdesk Support, Fault Desk, IT Systems Engineer, IT Systems Technician, will also be considered for this role.