Service Desk Analyst

  • Location
    Livingston, West Lothian
  • Category
    IT and Telecoms - 1st Line Support/Helpdesk
  • Contract Type
  • Salary
    £ 18525 - £ 21000 / Year
  • OrganizationType

*Do you enjoy providing a first-class level of Customer Service?

*Are you naturally IT savvy?

*Do you have excellent attention to detail and would like to be part of a busy and thriving team?

Office Angels Livingston are collaborating exclusively with a friendly and innovative team for a Permanent Service Desk Analyst. The role is perfect for someone who is naturally IT savvy or worked in a similar Customer Service role and is looking for a new challenge. Based in West Lothian, salary £18525 - £21,000 plus up to £2000 shift allowance per annum depending on experience. The core hours are 37.5hrs per week with a range of day and back shifts, you can do 5x8hr shifts or 4x10hr shifts.

Role Overview

You will work alongside the Service Desk team to provide a first line of IT support to our client and their clients and customers. You will resolve issues and/or log and escalate to the most appropriate engineer as required. You will also update the internal service management system and track any service level agreement breach.

The role will initially be working from home with a view to working towards a hybrid model of both office and home working, initially it will be remote based.

Duties include:

  • To maintain a high degree of customer service for all support queries in line with company standards

  • To take full ownership of user issues and be proactive in bringing resolution

  • Ability to troubleshoot incidents and if required

  • Identify what would be required for onsite engineer to complete job and the ability to identify best skill levels required for on-site visits

  • Ability to pick up Remote Operations Alerts and via scripting resolve issue (may be no action to be taken, fix remotely, or pass to remote operations engineer)

  • Understand and work to meeting customer Service Level Agreements

  • Flag escalated issues to manager prior to customer escalation

  • To log and update all calls on the call management system.

  • To undertake customer satisfaction surveys as necessary upon call closure

  • To ensure all jobs are passed to the correct teams as appropriate

  • To ensure all required information is gathered and recorded in a clear and concise manner

  • Monitor client systems as required, and proactively respond to, and record any issues identified.

  • To arrange for external technical support where problems cannot be resolved in house

Skills and Experience required:

  • Have confidence in dealing with customer queries and handle each issue in a professional manner

  • Experience with using Help Desk software desirable including but not limited to Remedy, Assyst, Altiris or Solarvista

  • Intermediate knowledge of Microsoft based operating systems

  • Experience with using and troubleshooting Outlook within a network environment

  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint

  • Basic understanding of PC hardware set-up and configuration

  • An understanding of Service Delivery processes

Interested? Please call Nadia at Office Angels Livingston today or send your CV to

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Nadia Gray