1st Line Support Engineer

** Please only apply for this role if you currently live in Glasgow / surrounding **

This role is to operate on the service desk and be the first point of contact for providing 1st line IT support to the business. You will be responsible for handling all new incidents and requests logged to the Service Desk.

As part of the First Line Support team, the role will provide day-to-day BAU support to the business, acting as the initial point of contact for incidents and service requests.

The analyst will use their judgement to assess the complexity of each issue and, wherever possible, work collaboratively with Second Line Support and relevant resolver groups to resolve issues at the earliest opportunity.

Where an incident or request is beyond the scope of First Line Support, or where access restrictions prevent the analyst from resolving the issue, the ticket should be escalated and assigned to the appropriate resolver team.

The role will also contribute to the development of the team’s knowledge base. Where issues are resolved by a resolver group, the supporting analyst will be expected to assist in documenting the solution and creating knowledge base articles within the ITSM tool. This will provide a useful reference for future incidents and requests, while also supporting the development and onboarding of new members of the First Line Support team.

• React quickly and professionally to service desk incidents and requests that are submitted by users via the Self Service Portal
• Responding to support requests for hardware such as, but not limited to, PC’s, Laptops, Mobile devices and Printers
• Responding to Service Requests that relate to, but not limited to, access/application/hardware requests, New Joiner/Leaver requests and standard requests that are submitted via the Self Service Portal.
• Provide knowledge base articles to be consumed by the end user – with the objective of reducing calls by empowering colleagues to search knowledge base for guidance/process or procedures prior to engaging the Service Desk.
• Collaborate with other IT teams to facilitate change and introduce new services to the business.
• Use a collaborative approach to problem solving within Service Desk team and other resolver groups.
• Provide clear and concise ticket notes in ITSM tool when creating, updating and resolving incidents. Ticket quality is imperative.
• Identifying CSIP (Continuous Service Improvement Process) items that may improve how the Service Desk functions
• Ensure that the Asset Database is maintained at all times.
• Major Incident Management – play a key role in supporting any P1 or P2 scenarios impacting the business.

• IP Networking and Hardware support
• Desktop & Printer Hardware support
• Windows 7 & Windows 10 support
• Windows Server Administration
• Active Directory Administration
• MDM Administration - In Tune
• Office 365 Administration
• Desktop & Printer Hardware support
• Remote access experience and remote support
• IP Phone management Administration (Avaya)

This is a brilliant career opportunity to join a very reputable company.