Back to search2nd Line Service Desk Support Analyst (Windows 10/11 / Office 365)
TEAM
Posted 2 days ago, valid for 5 days
Edinburgh, City of Edinburgh EH3 6AA, Scotland
£24,000 - £28,800 per annum
Full Time
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Sonic Summary
- A leading client in Edinburgh is seeking an experienced 2nd Line Service Desk Support Analyst specializing in Windows 10/11 and Office 365.
- The role involves providing hardware and software support to employees globally, ensuring effective resolution of technical issues with a focus on exceptional customer service.
- Candidates should have technical support experience within a service desk environment, strong customer service skills, and knowledge of various technologies including Active Directory and Microsoft Office suite.
- The position offers a competitive salary along with a 15% pension contribution, an annual bonus scheme, and private health cover.
- Applicants are expected to have a minimum of 2 years of relevant experience in a similar role.
As a 2nd Line Service Desk Support Analyst (Windows 10/11 / Office 365), youll assess the users issue or requirements, providing a solution if possible and some second-line troubleshooting support. You will deal with a wide range of people across the business, so communication skills are key - youll be able to meet people face-to-face and really get to the root of their problems and find a solution quickly. You will work across a wide range of technologies such as Microsoft Windows desktop operating systems, Active Directory, Office 365, MAC OSX and iOS, and Mobile Device Management (MDM).
You will have excellent communication skills and will be keen to join a popular team within the organisation that is renowned for service excellence. Our client utilises technology to its fullest capability and it underpins the success they have as a business; they are keen that the talent they recruit for this role is a highly motivated individual that is driven by technology and is keen to continue expanding their technical knowledge and building a career within the business.
This role is an office-based role in central Edinburgh; there is a shift system in place (early shift starts at 7.00am, late shift starts at 9.30am), and there is on-call support (roughly every 12 weeks).
2nd Line Service Desk Support Analyst (Windows 10/11 / Office 365) - Responsibilities:
- Resolve technical problems by providing on-site, Service Desk support, face-to-face and over the telephone.
- Installing, configuring and documenting systems using current standards and procedures
- Assist in the ongoing maintenance of procedures documentation, so attention to detail skills are highly desirable.
- Monitor logged and allocated calls to ensure a high level of service is provided
- When problems cant be solved, youll make sure the correct escalation procedures are adhered to and a best-in-class customer service is provided.
- Be involved in occasional project work and build your technical skillset as your experience within the company grows
2nd Line Service Desk Support Analyst - Essential skills and experience:
- Technical support experience within a service desk setting
- Very strong customer service skills
- Excellent knowledge of Windows 10 operating system (any experience with Windows 11 would be advantageous)
- MAC OSX & iOS
- Microsoft Exchange
- Active Directory Administration
- Microsoft Office suite including O365.
- Strong understanding of PCs, printers and peripherals, along with experience of tools to diagnose and troubleshoot issues with remote users
- Good diagnosis / troubleshooting skills
- Any MDM experience is advantageous (such as Intune, Autopilot, Jamf)
Benefits:
- Fantastic salary and benefits package including pension contribution of 15%
- Excellent annual bonus scheme and private health cover
If this sounds like the 2nd Line Service Desk Support Analyst (Windows 10/11 / Office 365) role for you, click apply now.
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