Service Desk (Helpdesk) Analyst - Edinburgh - Inside IR35 - new job in Edinburgh, UK

SERVICE DESK ANALYST - INSIDE IR35 - EDINBURGH - 3 MONTHS

Loriens Edinburgh based client is looking for an additional 3 Service Desk Analyst to support their busy Helpdesk for an additional 3 months.

The successful candidates will

• Respond to Priority 1 and Priority 2 telephone calls from customers assigned through the Mitel Contact Centre client.
• Advise customers of current service issues relating to the availability of related services.
• Provide 1^st line diagnosis and 'quick fix' resolutions where appropriate

1st line services supported and included in this role:

• BitLocker encryption recovery.
• Active Directory account administration
• Data Access requests
• Mitel Telephony requests
• Supporting BlackBerry, Android and iOS on BES UEM
• Equitrac Secure Printing PIN support
• 1^st line support and resolution for issues including
• MS Teams, Account profiles, Outlook OST and Remote Working.

Essential Skills / Experience / Background

• Excellent customer care, communication skills and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English)
• Excellent organisational skills
• Experience of working with an IT Service Desk or similar ITIL support role
• Experience of incident management and working with relevant ITSM tools.
• Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 10 and Microsoft Office products.
• Experience of supporting Android and iOS devices (BlackBerry UEM)
• Experience of supporting Bitlocker encryption
• Experience of Active Directory - Users accounts and Groups

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age