Desktop Support Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients.  We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications.  We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals

About the role:

As Desktop Engineer you will be Joining our experienced and talented team, this role will provide the opportunity for you to further develop your existing skills whilst delivering a best in class service to our Energy sector clients in Aberdeen.

Here’s what the role looks like:

• Follow documented procedures to deliver services in line with customer requirements, aiming to meet defined service level targets,
• Work in conjunction with other IT support groups to ensure successful resolution of desktop-related issues and other IT issues where an on-site presence is required,
• Ensure any incidents which cannot be resolved directly are passed to relevant second- or third-line support groups, liaising with the IT Service Desk as necessary,
• Use IT service management software including the ticketing system and liaise with the IT Service Desk to ensure incident and service request tickets are recorded and tracked as necessary,
• Pro-actively monitor call queues as instructed to ensure all incidents and service requests are progressed and updated through to completion,
• Provide help and advice to users based on established policies, standards, procedures and best practices,
• Participate in office moves ensuring IT equipment is moved safely and re-commissioned as required by the business,
• Help to manage the on-site inventory of IT equipment and spares, making sure necessary asset and configuration records are updated and maintained.
• Act as the on-site representative of the Information Services function on behalf of the Information Services Manager,
• Identify opportunities to improve IT services, procedures and other aspects of the Information Services Management Framework.

Requirements

Here are the key skills and experience relevant to this role:

• Experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role

• Experience of applying processes and procedures
• Experience of building and maintaining excellent relationships with customers
• IT troubleshooting skills
• Delivering a consistent first-class service to customer
• Awareness of ITIL processes and functions,
• Experience of working in a user support role
• Excellent communication skills
• Confidence working in different onsite environments

Technical Certs / Offshore Certs / Expenses

• ITIL Foundation V4 qualification or working towards

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.  In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance.  We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement.  If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience.  We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.