Service Desk Analyst Role

Service Desk Analyst
Job Type: Permanent Full-Time
Location: Edinburgh City Centre Office (EH2)
Salary: Competitive basic salary (depending on experience)
Hours of work: The hours of work are 37.5 per week between 7:30 – 18:00 with 1h lunch break (rotating shifts 08:30 – 17:00 or 07:30 – 16:00 or 09:30 – 18:00)
Grant McGregor is an awarding-winning, leading Managed Service Provider of IT services. Established in 2000, Grant McGregor Ltd has grown from strength-to-strength.
We have an exciting opportunity for an experienced Service Desk Analyst to join the Service Delivery team.
To provide a single point of contact for all stakeholders in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.
Essential Duties and Responsibilities:
- Provide an exceptional customer experience
- Fix 70% of incidents at first contact (when possible)
- Achieve overall customer satisfaction of 95%
- Achieve overall customer service level (SLA) of 98%
- Ensure adherence to performance targets
- Ensure that incidents are dealt with according to customer and priority needs
- Ensure all incidents are accurately logged
- Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
- Follow processes to ensure that a high quality of service is provided to internal and external customers
- Desire to build relationships within the service desk team and the wider organisation
- To understand the business Objectives, Vision, Mission and Values (VMM)
- Work in accordance with company policies, procedures and processes
- Any other duties as required by the line manager or other Director(s) commensurate with the post
Additional Duties and Responsibilities:
- Log all incoming calls to the service desk
- Ensure that information is accurately recorded in the service management tool (ConnectWise)
- Ensure that incidents are assigned correctly
- Co-ordinate with the customer to ensure that service outages are correctly communicated to the business or affected users
- Contribute to the knowledge base
- Maintain the customers Asset Register within ConnectWise
- When required represent the service desk at team and department meetings
- Plan and prioritise work to ensure that deadlines and targets are met
- Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments
- Improve potential areas for improvement i.e. customer service, perception, and satisfaction
- Ability to work in a team and communicate effectively
- Continually seek opportunities to increase customer satisfaction and deepen customer relationships
- Responsible for entering time and expenses in ConnectWise as it occurs
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Microsoft’s core business applications and operating systems
- Experience with Server hardware raid rebuilds and Restores
- Understanding of WAN and LAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, RDP, and Remote Desktop Control
- ConnectWise Automate RMM Fundamentals or other
- Soft Skills, Customer Service (Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care)
- Ability to adapt to changes quickly; Self-motivated and self-disciplined, you remain calm under pressure and you are a capable and tenacious problem-solver
- Typing skills to ensure quick and accurate entry of service request details
- Team player, you will thrive in a collaborative environment and will contribute fully to the success of your team
- A full driving license (desired)
- Professional IT Certifications, such as:
– AZ-900: Microsoft Azure Fundamentals
– MS-900: Microsoft 365 Fundamentals
– AZ-101: Microsoft Azure Integration and Security
– MS-100: Microsoft 365 Identity and Services
– CompTIA IT Fundamentals (Introduction to basic IT knowledge and skills)
– CompTIA Cloud Essentials (Essentials gives business professionals and non-IT staff the understanding of cloud computing principles based on real-world issues and practical solutions)
– CompTIA A+ (industry standard for establishing a career in IT)
– CompTIA Network+ (infrastructure covering troubleshooting, configuring, and managing networks)
– CompTIA Security+ (validates the baseline skills you need to perform core security functions and pursue an IT security career)
– Managing Office 365 Identities and Requirements Exam MS-100
– MTA Windows Server 2012/16/19 (Basic Windows Server Administration)
– WatchGuard Network Security Essentials
For more information visit: https://team.grantmcgregor.co.uk/
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