1st Line Service Desk Analyst, Jobs, 9786

1st Line Service Desk Analyst - Scotland

  • Location Area:

    Scotland

  • Discipline:

    IT- Support

  • Job type:

    Permanent

  • Benefits:

    up to £25k plus on call allowance

  • Published:

    26-02-2024

  • Expiry date:

    11-03-2024

  • Reference:

    9786

** No shifts **

We are looking for someone to join our support team to provide first and second line support to both internal and external customers. The ideal applicant should be a technically sound individual with the ability to work in high pressure situations teamed with a demonstrable knowledge of the core concepts of a multi-service provider (IaaS, Backups, Storage, Disaster recovery, Networking).

Responsibilities

  • Co-ordination and Ownership of support tickets
  • Liaising with 3rd party vendors and taking part in troubleshooting conference calls to perform root cause analysis on critical system issues
  • Provision of first and second-line technical support to internal and external customers, maintaining service levels
  • Performing daily health checks of cores service platforms
  • Performing regular maintenance and patching of core service platforms
  • Creating and maintaining technical knowledgebase documentation

Required Skills & Qualifications

  • Full UK Drivers license
  • Troubleshooting skills (Windows/Linux OS, Storage, Backups, Networking)
  • Effective Communication
  • Excellent Customer Service Skills
  • Effective Team Player
  • Attention to Detail

Desired Skills & Product Experience

  • Ticket Management to an ITIL Standard – Service-Now
  • IaaS – VMware
  • Storage – SAN, S3, Cloud
  • BaaS – VM, File Database, Network Configuration
  • DRaaS – Zerto, SRM
  • Networking – Cisco/Fortinet
  • Monitoring
  • Office 365

Benefits:

33 days annual leave, 4 x Death in Service Benefit, Contributory Pension Scheme (5% Employer, 5% Employee)