Service Desk Analyst Required - Edinburgh

My Edinburgh based client is looking to bring on a Service Desk Analyst for a permanent position. This is to expand and strengthen the Service Desk capability to support a growing global client base in the use of the client's products.

Reporting to the Service Desk Manager, this position is a hybrid Service Desk and Application Support role. The post holder will have direct responsibility for incident management, service request fulfilment, and the release & distribution of all client deliverables. The role will also provide a wide range of support to both internal and external clients of software applications.

<b><u>Responsibilities:</u></b>

- Dealing with queries and complaints
- Responsible for case assignment, jeapordy management and support issues
- Responsible for incident management and service request fulfilment
- Responsible for the request and capture of all client application support information
- Responsible for fault reproduction and isolation using in-house systems to ensure accurate diagnosis and timely resolution
- Liaison with other departments to resolve bug reports, technical requests and queries
- Responsible for release and distribution of client deliverables
- Responsible for the update and maintenance of high quality Service Desk artefacts and support resources to promote customer self-help


<u><b>Required:</b></u>

- Service Desk or operational support experience
- Strong client focus and experience of delivering customer satisfaction
- Experience of using Microsoft operating systems and applications
- Strong communication and interpersonal skills
- Ability to deliver effective written and verbal communication to both technical and non-technical audiences
- Ability to prioritise competing demands
- Understanding of software development disciplines
- IT Technical support experience


The salary for this role is £24,000 with an attractive benefits package.

If you wish to be considered for this role, please submit your CV and give Kirsty Shillan a call on 0141 275 3333.