Site Support Analyst

Negotiable
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PLEASE CONTACT

REBECCA ANDERSON

McGregor Boyall are currently recruiting for a Site Support Analyst for our client based in Glasgow.

As the Site Support Analyst, you will act as a liaison between the business and IT organization.

Reporting to the IT Service Deliver Lead, you will be responsible for managing and resolving queries raised in our clients' ticketing system.

You will provide support for IT related issues from software to hardware including applications, iPhones, workstations, and printers, escalating when needed.

Your role will include taking ownership of end-user problems and following up with internal teams on behalf of the user and communicating the progress in a timely manner.

While the role is based in Glasgow you will travel to other sites throughout the UK as and when required and as such the role will require you to have a full UK drivers license.

Your responsibilities will include but not limited to:


• Represent IT to the business, and be the voice of the business to IT
• Align IT service offerings with business strategies, goals, and objectives
• Participate in and collaborate with the Global Service Delivery teams
• Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets)
• Receive, log, and manage incidents and service requests using ServiceNow
• Maintaining an asset inventory and track changes
• Develop and maintain documentation
• Troubleshoot basic network issues
• Escalate unresolved calls to the next level of support

We are keen to hear from candidates that can offer a best-in-class customer service, possesses excellent stakeholder management skills and have strong IT technical acumen.

More specifically the skills and experience that will be required for this role include:

  • Ability to present and discuss technical information in a meaningful way to end-users
  • Strong team-oriented, collaborative, interpersonal skills
  • Incident Management experience
  • Excellent oral and written communication skills
  • Self-motivated
  • Excellent problem-solving abilities
  • Minimum 3 years' experience in similar position / role
  • Availability to travel
  • Minimum 3 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company
  • ITIL certification is advantageous
  • SCCM would be highly desireable

Please note that sponsorship is not provided with this role and applicants must have the right to work in the UK to be considered for this role.

McGregor Boyall is acting as an Employment Agency in relation to this vacancy.

 

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