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IT Service Desk Analyst (Glasgow)

11:43:00 AM

£22,100 - £25,595 p.a. (dependent on skills and expertise) - Band BGlasgow
Specific Minimum Qualifications and Expertise
Minimum Requirements:
  • Proven expertise in First & Second Line Support and working in a Service Desk environment.
  • Demonstrable expertise in Active Directory.
  • Excellent working knowledge of Microsoft Office 2010 and associated packages.
  • Excellent working knowledge of Windows XP and Windows 7.
  • Working knowledge of Microsoft Project and Visio.
  • Strong administration skills.
  • Willingness to learn new technologies and work as a team player.
  • Proven experience in providing a high level of customer service.
  • Proven ability to produce high level documentation (technical and non-technical)
Additional Requirements (Desirable):
  • Knowledge of VMWARE View
  • Knowledge of Microsoft SCCM
  • Knowledge of using Service Desk packages e.g. Hornbill SupportWorks
  • Previous software auditing expertise an advantage
  • Further or Higher Education qualification demonstrating a good level of IT literacy
  • Exhibit enthusiasm with a “can do” attitude within a team environment
  • Expertise of producing written documentation
Purpose
  • To answer and to respond to calls made to the Service Desk either by telephone, intranet or email
  • To support, maintain and prepare PC’s, laptops, printers and other network equipment within agreed service levels
  • Assist clients by maintaining and supporting Microsoft Applications and non standard systems
  • To ensure that all activity is recorded in the Service Desk system in a timely manner
  • Support existing telecoms system as well as PDA’s
  • Adherence to ITIL procedures & policies
  • Provide Project Support as and when required
  • Provide holiday and sick cover in Building Service areas – including physical moves, building inductions, reprographics, post and other ad hoc requirements, reception duties.
Key Outputs and Deliverables
  • Log & manage all calls through the Service Desk system.
  • Resolve 1st and 2nd Line support issues in accordance with SLA’s.
  • Completing Service Requests in accordance with SLAs
  • Configure and support Windows XP and Windows 7
  • Support VMWARE View Clients
  • Configure and support Windows 2008/12 Servers
  • Support and maintain Microsoft Office 2010
  • Research and support Microsoft Sharepoint 2007/2010
  • Microsoft Active Directory Maintenance
  • Create and maintain PC and laptop builds (using Ghost or WDS)
  • Support remote access technology (SSL VPN)
  • Support and maintain Telecoms Infrastructure (Mitel)
  • Ensure IT records are kept up to date
Key Stakeholder Relationships
  • Provides desktop and specific system support to Service Desk customers.
  • Provides regular updates to Service Desk customers regarding IT issues.
  • Assist the Service Desk Team in ensuring SLAs are met.
  • Liaise with the Service Desk and other IT Support Groups to identify and resolve issues.
  • Liaise with the Building Services Team.
Key Accountabilities
N/A
Closing date: 9am, 28 May 2013Ref: OFG 1078
Download the Band B PDF - Click here to apply for this job

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