Salary Competitive
Location Glasgow Head Office
Shift Pattern Days
This is a permanent, vacancy that will close in 25 days at 23:59 BST.

SKILLS/EXPERIENCE

Professional/Academic/ Vocational Qualifications

• Ideally educated to S/NVQ for Information/ Communication Technology, or sound experience in a comparable role.
• Worked on a 1st/2nd line Service Desk
• Degree level qualification
• ITIL v3 Foundation

Specific Knowledge

• Experience of supporting enterprise desktop estates (Windows 10)
• Administration of Windows Desktop (GPO & Remote management)
• Ticket handling knowledge
• Experience of supporting iOS and Android devices

Specific Skills

• Ability to learn fast and take ownership of issues to completion.
• A good technical base of understanding and decision making.
• Queue handling ability
• People skills
• Event and Log analysis experience.
• Good telephone manner, customer care, communication skills

Demonstrated Behaviours

• Excellent verbal and written communication skills
• Pragmatic and flexible approach
• Can-do attitude
• Excellent interpersonal skills
• Information acquisition

JOB PURPOSE:

IT 1st Line Support Analyst are responsible for the provision of FPOC support services on CRH business systems and services.

PRINCIPAL TASKS AND RESPONSIBILITIES

Support Services

• Be a first point of escalation from the 1st line team with any queries and issue.
• Help monitor the service desk and manage tickets levels as required.
• Ensure ticket levels are kept similar levels.
• Escalate problem tickets to a higher level if required.
• Look for trends with re-occurring issues.

Administration

• Basic administration of the following systems
• Service Desk Management tool
• Desktop & Device Management tool
• AV Technologies
• Active Directory
• Office 365
• Remote Desktop Services
• MDM Support (Intune)