The successful candidate will be responsible for providing 1st and 2nd level IT support with a high degree of customer service for all technical support queries, taking ownership and managing ticket life cycles, supporting the joiner and leaver process among other processes while taking a proactive approach when dealing with end user issues in line with business policies and processes, operating to the recognised Information Technology Infrastructure Library (ITIL) based on service management standards.

This position offers the opportunity for Hybrid working with some attendance to the organisations Edinburgh office required.

Key Responsibilities

• To provide IT (laptops and home users) and telephony (Skype for Business, Apple and Android mobile phone) support service to staff in the CMA in accordance with recognised service delivery principles and agreed delivery targets.
• To assist in the build, retrieval and deployment of end user devices such as laptops and mobile phones as part of the joiner and leaver process.
• To offer IT and telephony assistance to staff as required by responding to enquiries and service requests, assisting to resolve any hardware or software incidents, problems, including face-to-face support and support via remote access connection for staff who are working from home.
• To ensure user accounts are created, enabled and disabled within Active Directory, MS Exchange, MS Azure in accordance to the leaver and joiner processes and to provide 1st and 2nd line support for Microsoft 365 applications (eg MS Teams, OneDrive, SharePoint) and other end user business applications.
• To ensure all queries to the Service Desk are responded to in accordance to agreed SLAs and logged on the call logging system or assigned to the appropriate resolver group, keeping all records up-to-date and providing the end user with periodic progress updates.
• To assist in 1st and 2nd line support for the Office 365 applications and other end user products, such as Adobe and Outlook Exchange.
• Duties will include testing, researching and troubleshooting user queries with the occasional one-to-one training.
• To support the mail classification and secure transfer system and support the management of security breaches.
• To produce and maintain system documentation to serve as knowledge base articles for internal use.
• To assist in running checks and providing daily IT checklist reports relating to system applications, AV equipment and IT infrastructure.
• To provide one-to-one technical support remotely and on-site.
• To provide assistance with ad hoc AV support and internal IT projects as agreed and provide occasional support to colleagues on other IT projects as required.

Person Specification

• Experience of working in an IT support role, with familiarity of IT Service Management tools; OR completed an ITIL Foundation, Level 2 or Level 3 End User Computing qualification
• Well-developed IT skills with proven knowledge of Microsoft Office with a focus on Office365 and Skype for Business
• Significant knowledge and/or experience deploying end user devices such as laptops, tablets, mobile phones.
• Good communication, and excellent customer service skills, with the ability to work collaboratively with business users and staff at various levels.
• Excellent organisational skills, with the ability to prioritise key actions and ensure delivery to specification and deadlines.
• Proven interest in IT support services and the willingness to develop new skills within this function.