IT Analyst (1st Line Support)

Anderson Knight are recruiting for an IT Support Technician to join our Clients Information Technology team based in Midlothian. The role is a full time, permanent position working 37.5 hours per week.

The main responsibilities of this position are to provide 1st line support with frequent client interaction, logging of all new requests, screening requests and administrating these, providing solutions and end user advice and support, helping users at all sites to get maximum benefit from computerised systems.

The main responsibilities will include:

• Serve as the 1st/2nd line of technical support for company users.

• Provide assistance with desktop computers, desktop software and related technology.

• Timely logging of all incoming IT support calls.

• Work independently to troubleshoot all support requests elevating calls to 2nd/3rd line support as and when required.

• User account creation and housekeeping.

• Roll out of hardware and software as instructed to ensure optimal deployment of resources.

• Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues.

• Provide support and co-ordinate follow up resolution of faults in relation to all IT support calls.

• Establish and maintain a positive professional relationship with all users.

QUALIFICATIONS/EXPERIENCE

• Nat 5 or equivalent in English, Mathematics, and Information Technology/Computing.

• Experience using ITIL (desirable).

• Appropriate experience in a 1st /2nd line support environment.

• Experience in customer service environment (desirable).

• Experience of administering Directory and Group Policy.

• Good problem-solving skills with an ability to work under pressure.

• Excellent Time Management and prioritisation skills.

• Demonstrable ability to work independently when required while being able to work effectively as part of a team.

• Effective business and personal skills to build relationships with all stakeholders.