We are seeking a reliable and motivated IT Support Analyst to join our IT Service Desk team in Glasgow. The ideal candidate will have solid technical background in 1st and 2nd line IT support, for the Microsoft Desktop, MS Software and Applications Suite, and have proven experience of supporting the Microsoft Infrastructure arena.
This role will play a pivotal role in ensuring the processing and prioritisation of Service Desk tickets for end-users.
Key Responsibilities:
To Provide prompt and efficient technical support to end-users for a wide range of IT issues, including hardware and software problems, ensuring that incidents are resolved within established service level agreements.
Manage and administer Microsoft Office 365 services, including user account management, email configuration, and troubleshooting O365-related issues.
Administer and maintain Microsoft Intune for mobile device management, ensuring the security and functionality of mobile devices within the organisation.
Manage and maintain SharePoint sites, libraries, and permissions. Troubleshoot and resolve SharePoint-related issues.
Diagnose and resolve hardware issues for desktops, laptops, printers, and other peripherals. Coordinate hardware repairs or replacements as needed.
Provide end-user support for various business applications, assisting with installations, updates, and troubleshooting issues.
Offer training and guidance to end-users on IT systems, applications, and best practices.
Document, track, and prioritise support incidents using a ticketing system. Follow established processes for incident escalation and resolution.
Perform daily system and routine checks, software maintenance tasks, ensuring the reliability and security of IT assets.
Work closely with IT team members and other departments to address IT-related challenges and contribute to the continuous improvement of IT services.
Skills & Qualifications:
Proven experience in 1st and 2nd line IT support roles.
Expertise in Microsoft Office 365 administration.
Strong knowledge of Microsoft Intune for mobile device management.
Proficiency in SharePoint administration and management.
Hardware troubleshooting and support skills.
Experience with application support and installation.
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