IT Jobs

My Public Sector client based in Edinburgh is looking for a Helpdesk Analyst for an interim contract role with an immediate start. IT Helpdesk, Microsoft Office, Support, Windows 7, Active Directory, Citrix, Exchange Server, Blackberry, Remote Users. This role is an initial 4 month contract.

The main remit of the post is to provide first line incident determination and resolution for a wide variety of IT related problems. By nature, this is a customer facing role, so requires a mixture of customer service and technical skills. The main objectives of the post are to ensure a high level of customer satisfaction and a high first time fix rate.

The calls received will be varied in nature, ranging from simple or administrative calls to some which are technically challenging. In addition the post-holder will be dealing with customers with a wide range of IT abilities, and need to adapt their communication style accordingly. IT Helpdesk specialists are expected to resolve around 70% of all calls received, with 60% or more of these resolved on first point of contact. On occasions when calls are referred to other sections within IT Services, the specialist will still be the owner of the call, and it will be his/her responsibility to pursue the progress of it when required to ensure timely resolution of the issue.

Competencies:

1) Technical knowledge and support experience of Microsoft Windows 7, especially in an Exchange Server and Active Directory environment. Also in using Microsoft Office applications in an Office 2007 environment.
2 )Excellent communication skills, and a confident, customer-focused manner.
3) Is self-motivated and has good inter-personal skills. Is well organised, with an analytical approach to problem solving.
4) Support experience on windows XP and office 2002.
5) Experience of supporting Blackberry users and remote users, including through remote access methodologies like Citrix.
6) Experience of using an IT Helpdesk software package, preferably Assyst, to record incidents and update configuration items.

If you are available to start this role on May 4th, and match the requirement, please respond with an up to date copy of your CV. IT Helpdesk, Support, Microsoft Office, Windows 7, Active Directory, Citrix, Exchange Server, Blackberry, Remote Users. Monarch Recruitment is acting as a recruitment business in relation to this vacancy.

Monarch Recruitment Limited provides services as an Agency and an Employment Business.