service desk analyst Bellshill, Scotland
Job description
McLaughlin & Harvey is one of the leading Building and Civil Engineering Contractors operating throughout the UK and Ireland.
We have a great opportunity for an experienced IT Service Desk Technician to join our current IT team.
As IT Service Desk Technician you will be the first point of contact for support calls to our service desk and will provide technical support to internal business clients for software and hardware issues.
You will also be responsible for undertaking daily operational checks, investigating problems identified and deployment and support of corporate laptops and mobile devices.
The successful IT Service Desk Technician will be highly motivated with the ability to understand and manage changing priorities in a complex environment.
The main responsibilities of the IT Service Desk Technician will include:
- The first point of contact for support issues by creating, updating, and monitoring user tickets using our E-Ticketing System
- Assisting end users with issues and providing ‘how to’ advice for our systems
- Installation and support of software and hardware, including workstation imaging and deployment.
- Maintenance of IT asset register
- SLA And KPI Management – Ensure tickets are prioritised and assigned accordingly with users being kept up to date on progress.
- Ensure the department procedures are followed at all times.
- Qualification in a relevant discipline
Essential
- Excellent communication skills. The ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation
- Excellent troubleshooting and analytical skills
- Ability to work well within a team
- Self-motivated and well-organised
- Enthusiasm for technology, a desire to succeed, and a willingness to learn
- Good fundamental knowledge of the Microsoft Windows operating system and Microsoft Office applications
- Experience with iOS and Android mobile device operating systems
Desirable
- 1-2 years’ experience in a Service Desk Role
- Familiar with ITIL principles and standards such as reporting and incident management
- Experience in IT Service Desk ticketing systems
- Understanding of Microsoft Active Directory for managing users and computers
- Experience with printer support and troubleshooting
- Experience with conferencing systems, such as Microsoft Teams
- Ability to carry out basic PC/laptop/mobile hardware repairs
