Senior Helpdesk Analyst

ROLE OF DEPARTMENT

• Deliver high levels of customer service using effective communication skills
• Support and develop the firms IT systems so it meets the demands of the firm, enabling us to meet our business goals and objectives
• Setting and Managing expectation levels and contributing to continual improvement of the firms' systems

JOB PURPOSE

• Customer experience optimization and end-user engagement
• Helping to ensure that systems are running smoothly, and users remain productive

KEY RESPONSIBILITIES 

• Diagnose and resolve technical hardware and software issues
• Diagnose and resolve escalated technical problems efficiently and professionally
• Install, configure, and maintain desktop and networking equipment
• Manage Active Directory, user accounts, and permissions
• Document incidents and solutions
• Scheduled branch visits and emergency IT callouts to Edinburgh offices

QUALIFICATIONS

Essential

• Qualification in IT related discipline (ideally degree level)

Desirable

• Industry qualification such as ITIL

SKILLS AND EXPERIENCE

Essential:

• Excellent verbal and written communication skills
• Excellent customer service
• High level troubling shoot and route cause analysis
• 5+ years' experience in relative IT field
• Full, clean Driver’s Licence