Summary: The IT Service Desk Technician role involves providing professional IT support services, including second-level support, to customers of the IT Service Desk. The technician will maintain expertise in infrastructure and networks, ensuring timely resolution of incidents while adhering to service level agreements. The position requires effective communication with both technical and non-technical colleagues and engagement with third-party suppliers as necessary. This is a hybrid role on a 9-month contract basis, classified as inside IR35.

Key Responsibilities:

• Providing a professional and helpful point of contact for customers contacting the Service Desk during its hours of operation.
• Categorising and prioritising all support incidents and requests, escalating as required by process, priority and workload to ensure management visibility of high priority incidents and timely resolution in line with service level agreements.
• Assigning network and application security permissions and ensuring that security permissions are correctly implemented in line with authorisation approval and principle of least access.
• Maintaining the IT Asset register and CMDB with the current location and status of all end user equipment.
• Engagement with third party suppliers and support services where appropriate to resolve support tickets.
• Resolving incidents raised via the IT Service Desk ensuring resolution in line with priority and SLA, keeping the customer informed on progress at all times, working with third party suppliers or escalating internally where required.
• Recording all updates and actions taken in response to tickets in the ticket management software.
• Providing support for all network and security infrastructure, delivering IT services to internal and external customers.
• Identifying, recording and sponsoring any changes to systems through the change management process to deliver service improvements or projects.
• Preparing and delivering appropriate documentation on known errors, common fixes and general support for Service Desk team in relation to improvement work and projects.
• Working as part of a team to investigate and resolve problems identified through the problem management process.

Key Skills:

• Working in a busy, customer facing IT Service Desk environment.
• Using a Service Desk tool to manage incidents, service requests, problems and assets.
• Supporting common office software, Microsoft Windows 10/11, Azure Services and applications, Windows Server 2012/2016/2019, Active Directory and Office 365 eg Outlook, SharePoint, One Drive.
• Experience of working to ITIL standards.
• The ability to communicate with non-technical colleagues to resolve IT incidents remotely.
• The ability to work on own initiative and prioritise and manage own workload.
• Troubleshooting and resolving IT Hardware problems.
• Ability to plan and deliver own workload to meet the response times required by IT service level agreements for incidents and project timescales for IT development projects.

Salary (Rate): £170

City: Edinburgh

Country: UK

Working Arrangements: Hybrid

IR35 Status: Inside IR35

Seniority Level: Mid-Level

Industry: IT