Helpdesk Support Analyst (12 month contract)

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1st Line Service Delivery Analyst Required - We are looking for someone with excellent customer service & problem solving skills, knowledge of Office 2010 and Windows 7, Exchange, laptops, PC's , who also has excellent communication skills and is happy to help users throughout the building to resolve issues, and who has a good general knowledge of IT applications.

Location - Edinburgh

Length- 12 Months

Rate - £10-12 per hour

The Role;

To identify and record all ICT incidents, service requests and change requests onto the Service Desk System.

To provide 1st line resolutions/ updates in response to ICT incidents and requests, where applicable and to assign and allocate 2nd line fixes to the relevant areas of business.

To control the authorisation, allocation and maintenance of appropriate access rights to networks, systems, applications, data, email facilities and internet/intranet facilities in line with Force policies and the principles of the Data Protection and Computer Misuse Acts.

To provide high quality Service Delivery and customer satisfaction within the Service Desk.

To notify the Service Desk Team Leader of any major incidents/ disruption to services, so that appropriate action may commence.

To liaise and consult with other areas/teams across ICT when investigating problems and developing solutions, in order to minimise disruption to users and the force.

To provide appropriate advice and guidance to customers, stakeholders and colleagues, with regards to 1st line resolutions.

The ideal candidate;

Experience of using and operating Microsoft Applications and force systems

Experience of dealing with people in across the business in a professional and efficient manner.

Experience of working on own initiative, investigating problems, developing solutions and taking appropriate timely action to resolve them

ITIL Foundation Certificate or knowledge of the same level. 2 years or more working in an ITIL environment.

Vast knowledge of the applications stated above as well as Excel , Microsoft , Outlook, Word, Access and Office

If you are available and would like to be considered for this role , please forward your CV and I will be in touch or give me a call on 01618177888.