Job Description

IT Service Desk Specialist - Level I
Inverness - must be a car driver
£28.5k

Title
IT Service Desk Specialist - Level I

Description
The Level I Service Desk Specialist's role is to ensure proper computer operation so that end users can accomplish business tasks
This includes receiving, prioritising, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations
Problem resolution may involve the use of diagnostic and ITSM tools as well as process adherence
Furthermore, the individual utilises the internal knowledge database to ensure proper quality for delivered services


Responsibilities
Acquisition & Deployment
Deploy pre-packaged software using distribution tools and processes as requested by end users

Operational Management
Provide first contact support of incoming incidents and requests to the service desk via the agreed channels to ensure courteous, timely, and effective resolution of end-user service requests and incidents
Identify correct request/incident category and log detailed information
Categorise and prioritise incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to suitable team, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledge base as needed.
Identify and learn appropriate software and hardware used and supported by the organisation.
Contribute to technician knowledge base as needed
Provide suggestions for continual improvement.

Formal Education & Certification
Educated to degree level or with equivalent practical experience

Knowledge & Experience
Knowledge of basic computer hardware
Experience with desktop operating systems
Application support experience with MS Office/365, IBM Notes, SAP Working knowledge of a range of diagnostic utilities
Familiarity with the fundamental principles of ITIL
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
Strong documentation skills
Fluent English

Personal Attributes
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities.
Ability to effectively prioritise and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment.

Work Conditions
Working location according to established agreement (Hybrid work etc.)
Readiness to travel

To apply for this role, please submit your cv