IT Helpdesk Analyst

Job description

Morgan Hunt is currently seeking a skilled IT Helpdesk Analyst for a permanent role with a leading public sector organization. This position is based in Glasgow.

Key Responsibilities

• Serve as the primary contact for all IT support requests, advice, or resources.
• Log all staff issues within the IT helpdesk system.
• Troubleshoot and resolve 1st and 2nd line support calls.
• Assign 3rd line support calls to IT Systems Engineers or Software Developers as necessary.
• Escalate unresolved issues to the IT Helpdesk Coordinator.
• Coordinate with third-party vendor support and suppliers.
• Maintain high standards of customer service.
• Provide accurate guidance on IT standard operating procedures and policies.
• Promote positive staff behavior regarding cyber resilience and data security.
• Perform routine IT maintenance tasks, including monitoring scheduled backup jobs.
• Deploy standard images to PCs and laptops.
• Maintain the IT asset inventory, tagging and adding new equipment.
• Support and guide staff on meeting room AV and IT equipment.
• Assist IT Systems Engineers with 3rd line support tasks and ad-hoc projects.
• Lead small IT projects and suggest improvements.
• Continuously develop technical knowledge and skills to support the business.

Skills and Experience Required

• Familiarity with IT policies and procedures.
• Understanding of Microsoft enterprise domain environments.
• Knowledge of TCP/IP networking.
• Proficiency in Microsoft Windows-based operating systems.
• Understanding of network printing.
• Fundamental knowledge of cyber security.
• Experience with IP telephony and mobile device management.
• Ability to troubleshoot complex systems involving multiple technologies.
• Basic contract management skills to maximize vendor support agreements.
• People management skills to influence positive staff behaviors in ICT-related areas.
• Experience contributing positively to project teams.
• Knowledge of service provision within an ITIL framework.
• Understanding of ICT escalation processes.

Qualifications

• HND or degree in an ICT-related discipline or equivalent relevant experience and qualifications.

Benefits

• Salary: £25,067 to £30,528
• 38.5 days of annual leave (increasing to 43.5 with years of service)
• Strathclyde Pension Fund with 19.5% employer contribution
• Hybrid working model: 2/3 days in the office, with more frequent office presence initially for training
• Small IT team of approximately 14 members, providing opportunities to engage in various projects

This role offers a great opportunity to join a dynamic IT team, contribute to impactful projects, and further develop your skills within a supportive public sector environment.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.