Service Desk Analyst Role

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.

Apply here.

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:

Grant McGregor Benefits

GRMC-POL-LE-05_Job Applicant Privacy Notice

Interested in this role? Apply here.