IT Service Desk Analyst - Inside IR35 - Edinburgh/Glasgow - Hybrid
Day Rate - Market Rates
Duration - 3 months
Harvey Nash's Public Sector Client are hiring an IT Service Desk Analyst, you will be required onsite 2 days per week in either Glasgow or Edinburgh offices, you will be responsible for:
- Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.
- Ensure customer telephone call duration does not exceed 5 minutes where possible.
- Advise customers of current service issues relating to the availability of Client Accounts and related services.
- Actively promote the use of iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.
- Provide 1st line diagnosis and 'quick fix' resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.
1st line services supported and included in this role:
- Office 365 application support
- MS Exchange Online support
- Creation of MS Teams accounts
- OneDrive support
- BitLocker encryption recovery
- Active Directory account administration
- BlackBerry, Android and iOS support
- Cloud based technologies support
- Equitrac Secure Printing PIN support
- 1st line support and resolution for issues including
- Account profiles, Outlook and Remote Working.
Desirable Skills & Experience
- Experience of supporting Mitel Telephony
- ITIL Foundation qualified
- Service Desk Institute - SDA qualified.
Please note that you must be eligible for BPSS Clearance.