IT Helpdesk Analyst

Date Posted: 06/06/2024

Location: Aberdeen

Job Description

Position Type: Full time / Permanent

Aberdein Considine are looking for an enthusiastic IT Helpdesk Analyst to join our busy IT department within Main Office in Aberdeen. The role will involve a wide range of different aspects surrounding IT support for over 500 users, including general support requests, projects, troubleshooting and fault finding as required. The successful candidate must act as a trusted source of knowledge for technical queries and promote open sharing of knowledge to fellow IT Support staff and users.

KEY RESPONSIBILITIES
  • Handling Service Requests in the first Instance by either Phone, Email, Helpdesk Ticket or User Engagement etc
  • Be prepared to be the first line of contact for difficult encounters with end users and provide and escalate awareness to appropriate personnel in the event of serious incidents
  • Manage your operational time and provide adequate reporting data for the SDM
  • Diagnose and resolve technical hardware and software issues to the best of your ability and seek assistance when unable to resolve
  • Provide general administration support for the firm’s systems
  • Escalate problems to the appropriate levels of support as required
  • Update customers on problem status/resolution in accordance with the SLA
  • Assist in the creation of support and knowledge based articles used by IT support staff and ensure this remains current
  • Review support logs in order to spot common trends, pattern matching and underlying issues with core business systems

Requirements

QUALIFICATIONS
Essential
  • Enthusiastic and interested in Information Technology
Desirable
  • Preferably a qualification in IT related discipline
SKILLS AND EXPERIENCE
Essential
  • Troubleshooting and route cause analysis
  • Think logically and systematically
  • Previous customer service experience
  • Effective communication and ability to deal with a broad spectrum of users
  • Ability to understand and assess users abilities
Desirable
  • Previous IT Support Experience
KNOWLEDGE
Essential
  • Windows 10
  • Microsoft 365
  • Apple IOS/Android
Desirable
  • Microsoft Active Directory
  • Remote support Software (e.g. Dameware/Teamviewer)
  • IP Telephony (e.g. Cisco Call Manager)
  • VMware VSphere
  • Mac OS
  • Powershell
  • Sharepoint
APTITUDES
Essential
  • Maintain an attitude of willingness to help at all times
  • Have empathy for, and understanding of, the less technical people and a willingness to understand their role in the business
  • Effective communication and ability to deal with a broad spectrum of users


How Do I Apply?

Online: Application Form

Download: Application Form

E-mail: recruitment@acandco.com

Mail: Human Resources Department
Aberdein Considine
5 - 9 Bon-Accord Crescent
Aberdeen
AB11 6DN