Harvey Nash's public sector client is currently looking for a Service Desk Analyst to join their team. This role will be remote for the time being, then can be based in either the clients Edinburgh or Glasgow office once restrictions are lifted further. The successful candidate will be required to the single point of contact between IT Enablement and the business liaising with customers, colleagues and 3rd parties by phone, email, teams and face to face interactions.
* Listen to and interpret information provided by the customer in order to apply the relevant categorisation and prioritisation of the incident, service request or change.
* Using a supporting knowledge base to deliver instruction, advice and guidance and attempt to resolve enquiries at first contact and/or allocate to appropriate team according to process.
* Collaborate with IT Service Desk Operations Manager to generate management and performance reports to an agreed schedule.
* Recognise and escalate potentially serious issues to appropriate person(s), maintain call logs, provide information and communicate with relevant parties.
This role has been deemed inside IR35, therefore, the use of an Umbrella company is required. The rate on offer is up to £180/day. Applicants must hold a valid Basic Disclosure Scotland. Please click the link to apply.