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It Support Analyst

  • Location: Scotland
  • Salary: £25000 - £35000 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

Capita IT Resourcing is currently recruiting for a market leading customer support company based in Dundee. Reporting to the IT Service Manager, the main purpose of this role is to provide and improve upon high quality IT support services.

Main Duties and Responsibilities:

  • Delivery of very high-quality customer service and IT support to all customers
  • Primarily resolving or assisting in the resolution of, faults on a face to face basis with our user population, both locally, at satellite offices or at sites as necessary
  • Conscientiously and diligently recording all Incidents and activities to resolve, on the ITSM tool
  • Building and issuing IT equipment
  • Assist in maintaining an accurate IT Asset Inventory
  • Software and hardware installations
  • Liaise with all support functions within the IT Department as required to facilitate knowledge transfer and knowledge article creation

Personal qualities:

  • Highly self-motivated, results-oriented with strong attention to detail
  • Friendly and helpful manner
  • Outstanding communication skills
  • A real empathy for colleagues and customers
  • Ability to work with a sense of urgency and prioritize

Technical qualities

  • Strong Wintel support capabilities
  • Active Directory account administration
  • Gmail Suite / Microsoft Exchange administration / Office 365
  • Desktop Patching - SCCM / KASE / Casper / Jamf
  • Mobile Device Management (MDM) - MaaS 360 / InTune
  • Atlassian Suite / Service Now for ITSM
  • Desktop Management tools, Anti-virus
  • Network /Voice / Video Management Support
  • Evidence of advanced technical troubleshooting skills
  • Any experience using 8x8 technologies, a plus.

Qualifications

  • Proven experience working within an IT support environment. Preferably 2 or more years in a "desk side" hands-on support role
  • ITIL Foundation Certificate
  • Technical qualifications (e.g. Comptia A+; MCP / MCSE / AWS / GCP / Azure)
  • Experience in providing customer focused end user support
  • Strong technical aptitude with a can-do attitude!

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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