Venesky-Brown's client, a public sector organisation in Edinburgh/Glasgow, is currently looking to recruit an IT Service Desk Analyst for an initial 3 month contract with option to extend on a rate of 175/day (Inside IR35). This role will be hybrid working with 2-3 days in the office per week.

Responsibilities:

- Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.
- Ensure customer telephone call duration does not exceed 5 minutes where possible.
- Advise customers of current service issues.
- Actively promote the use of iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.
- Provide 1st line diagnosis and 'quick fix' resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.

Essential Skills:

- Excellent customer care, communication skills and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English)
- Excellent organisational skills
- Experience of working with an IT Service Desk or similar ITIL support role
- Experience of incident management and working with relevant ITSM tools.
- Experience of troubleshooting Microsoft based operating systems with emphasis on Office 365 apps.
- Experience of supporting Android and iOS devices
- Experience of supporting Bitlocker encryption
- Experience of Active Directory - Users accounts and Groups

Desirable Skills:

- Experience of supporting Mitel Telephony
- ITIL Foundation qualified
- Service Desk Institute - SDA qualified.

If you would like to hear more about this opportunity please get in touch.