Support Analyst

Helpdesk

Ref: 422Monday 8 July 2019

24,000

Location: Edinburgh

Permanent/Contract: Permanent

Salary: £competitive + good benefits

 

The Role

This Support Analyst role is a good opportunity for a customer-focused Support Analyst with experience of working on a Help Desk or IT Support Desk. This will be with a leading software house.

The main roles of the Support Analyst will be:

  • Providing first level trouble shooting and resolution to the end users for incidents
  • Accurately recording, processing and resolving internal and external customer related issues
  • Reporting to the service desk team manager

Some of the more day-to-day roles will be:

  • Finding out the cause of incidents externally and internally
  • Making sure situations get put back to normal circumstances after incidents or issues caused.
  • Acting as the initial contact point.
  • Responding to a broad range of service requests for support.

 

The Company

We are recruiting for a very established, cash rich and a respected International IT Service Management Software Company that is based in the centre of Scotland’s capital, Edinburgh.

Our client develops, sells, implements and supports high value, top tier service management solutions to large blue-chip worldwide organisations.

 

The Person

  • Accredited to ITIL Foundation Level or Higher
  • Excellent communication skills and telephone manner
  • Skilled in developing and maintaining relationships with customers externally and internally.

 

There will also be some on call and shift work.