IT Service Desk Analyst

The IT Service Desk Analyst plays a vital role within the City Building IT section, based within the IT Service Desk covering 1st line support and assistance to colleagues providing remote device and application support typically by telephone and/or email. You will possess exemplary customer service skills and troubleshooting experience especially within the Microsoft suite of systems and proven experience in fast-paced IT Service Desk roles. As a key member of the team the main duties will include:

• Answering and logging IT service requests/incidents received via multiple channels.
• Assist in providing initial contact technical problem analysis and resolution of client issues with the aid of available Service Desk tools (e.g. Remote Support, FAQs, Troubleshooting Guides, and Knowledge base articles).
• Accurately log actions taken and ticket resolutions using the IT Service Management tool.
• Maintain the company asset management software.
• Assist in raising and processing POs as required.
• Any additional duties as directed by IT management in line with business requirements The IT Service Desk Analyst role will also liaise with 3rd party support companies to log and follow through with service requests/incidents when required., You will be required to add value to your section but may be expected to contribute across all spheres of the business as appropriate.

To be effective in this position, the IT Service Desk Analyst must possess a proactive approach, excellent communication, and the ability to adapt to change and manage multiple priorities. You will be committed on a personal basis to the provision of excellent customer service and demonstrate first-class interpersonal, communication and organisational skills.

You will be required to have a flexible approach to this role. Your contracted hours of work will be 35 hours per week to be worked to suit the needs of the business. This is a permanent position. As an employee of City Building, you will also receive the following benefits:

• A rewarding career with a competitive salary.
• Access to contributory pension scheme - Strathclyde Pension Fund.
• Excellent annual leave entitlement
• Enhanced maternity, paternity, and adoption/shared parental leave.
• Access to excellent health and wellbeing initiatives.
• Access to a discounted gym membership.

City Building provides a range of repairs and maintenance, manufacturing, construction and refurbishment activities for Glasgow City Council and Wheatley Housing Group's citizens and customers as well as other public, private and third sector organisations. City Building operates both the largest construction craft apprenticeship programme in Scotland, and Royal Strathclyde Blindcraft Industries (RSBi), one of the largest supported manufacturing businesses in Europe, around 200 people, more than 50% of whom have a disability. Our accreditations include, ISO45001, ISO 14001 and ISO 9001:2015. We are current recipients of a Queen's Award for Enterprise Promoting Opportunity and Investors in Young People Platinum award. Both these accolades recognise our focus on investing in and growing a skilled staff base.