Service Desk Analyst

at  Digital Waffle

SALARY: UP TO 30K DOE

We are currently looking for a Service Desk Analyst to join a growing team in the Edinburgh area, however, this is on an almost remote model, with on-site work only required a maximum of once every six weeks. This role offers unbeatable progression and professional development from day one!

QUALIFICATIONS:

• Previous experience in a similar role, preferably in a customer service-oriented environment.
• Strong knowledge of IT systems, including hardware, software, and networking.
• Familiarity with industry-standard security standards and legislation such as ISO27001, ISO22301, and PCI Security Standards.
• Excellent problem-solving skills and attention to detail.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Effective communication skills, both written and verbal.
• Full UK driving license and access to own car for occasional travel to client sites.

• Provide first-line technical support and troubleshooting for IT-related issues via phone, email, or in person.
• Log all support interactions accurately and efficiently in the ticketing system.
• Escalate complex issues to the appropriate IT teams for resolution.
• Assist with the installation, configuration, and maintenance of hardware and software.
• Ensure all support activities are carried out within agreed service levels.
• Proactively identify and address potential problems to minimise downtime and disruption.
• Collaborate with other IT teams to improve processes and enhance the overall service delivery.