Service Desk Analyst

I am working with a leading FinTech company who are looking for an IT Service Desk Analyst to join the team in Edinburgh. The role is part of the daily operations of the IT service desk, ensuring timely and effective resolution of end-user issues and requests. This role is crucial for maintaining high levels of customer satisfaction and operational efficiency within the organization.

Key Responsibilities include,

• Be involved in the daily operations of the IT service desk, ensuring timely and effective resolution of incidents and service requests.
• Work to the IT service desk performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Follow service desk processes and procedures using ITIL best practices and organisational standards.
• Support end-user devices and systems including but not limited to, laptops, mobiles, software licenses, office printers, office servers such as file and print servers, and Microsoft 365 services. This includes a future spec for the BYOD currently being discussed.
• Ability to stay current with the latest IT trends and technologies, and to leverage this knowledge to drive continuous improvement.
• Act as a primary point of contact for IT issues and service requests.
• Maintain a high level of customer service and support, ensuring that all end-user interactions are handled professionally and effectively.

In order to be successful in the role, candidates need to have,

• Strong problem-solving and analytical skills, with the ability to effectively prioritize and manage multiple tasks and projects.
• Outstanding communication and interpersonal skills, with the ability to interact effectively with end users at all levels.
• Proficiency in service desk software and tools, including ticketing systems, remote support tools, and knowledge management platforms.
• Proficiency in Office 365.

Please note,

• Office-based cover 5 days a week will be expected by the team 08:00 - 18:00.
• May require occasional evening or weekend work to support critical IT issues or projects.

The role comes with an excellent benefits package which includes an 11% non-contribution pension and bonus