Our Glasgow based client are recruiting for an experienced 1st Line Service Delivery Analyst to join their Service Desk on a fixed term 3-month contract. The Service Delivery Analyst will be responsible for assisting with ticket backlog, contacting requesters to make them aware of the situation and coordinating follow ups.
THE SUCCESSFUL APPLICANT
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At least 2 years’ experience working in a fast-paced Service Desk environment
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Knowledge of AD and Exchange, in addition to experience working with ITIL or an understanding of the framework
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Experience of using ITSM tools such as ServiceNow, Freshservice and Ivanti Service Manager
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Proven ability to manage large ticket volume
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Demonstrable experience of supporting Windows 10 and O365
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Excellent interpersonal skills and the ability to multitask
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Achieved or working towards ITIL Foundation certification
JOB DESCRIPTION
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Identify aging tickets with a view to contacting user to check if user’s incident or Service request is still outstanding
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Work with the user over the telephone or via Teams to resolve problems with IT service issues
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Facilitate Service Requests
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Collaborate with Service Desk colleagues and wider IT team for support
You may be asked, from time to time, to undertake other tasks that are considered relevant to your position.
REMUNERATION PACKAGE ON OFFER
Competitive Daily Rate.