Helpdesk Analyst
Venesky-Brown’s client, a public sector organisation in Edinburgh / Glasgow, is currently looking to recruit a Helpdesk Analyst for an initial 3-month contract with potential to extend on a rate of £15.09 hour. This role will be a hybrid of working at home and in the office.
Responsibilities:
- Responding to support enquiries in a timely, courteous and helpful manner
- Investigating reported technical issues reported by our users and colleagues
- Escalating significant issues to the Support Team lead and or Delivery teams
- Working with other team members to establish common themes with enquiries and making suggestions for how the product(s) can be improved to reduce support enquiries and improve our user experience
- Be proactive and to take initiative towards managing own and team workload via a service desk and keeping records up to date
Essential Skills:
- Educated to NVQ/SVQ Level 3 / HNC Level in a related subject
- Experience working within a fastpaced customer service environment
- Confident with communication with both internal and external customers in a polite, timely and informative way – both written and verbally
- Ability to organise work flexibly within a multi-stakeholder/multi-deadline environment
- Can work as part of a team and independently
- Experience of fast-paced working environments with strict deadlines
- Ability to work with minimal supervision and to meet deadlines
- Flexible approach to learning and problem solving
- Commitment to personal and professional development
- Ability to work in a complex and challenging team environment. With the ability to organise work flexibly within a multi-stakeholder/multi-deadline environment
- Excellent interpersonal and customer service skills – demonstrating confidence in both verbal and written communications
- Thorough, patient with a strong desire to resolve any customer issues to the satisfaction of the end user
- Able to quickly understand complex business processes
- Demonstrable high level of IT skills, including Microsoft 365
- Accurate eye for detail
- Good time management
- HND/Advanced Diploma level qualification with indepth experience or
- SCQF Level 8 equivalence obtained via Professional Development Awards; Technical Apprenticeships; and SVQs
- Experienced in Agile Methodologies
- Experienced in modern technology delivery methodologies
- Ability to problem solve and communicate effectively
- Experience of working on a Service desk
- Experience using the Turas Platform
- Experience of working within health and social care technology context
- Experience of communicating and influencing across teams
- Experience of one or all the following: Jira, Turas, SQL
- Experience with knowledge sharing and training of colleges
- Understanding of the application of GDPR to the storage and use of participant information and data privacy
- Supervisory role including coaching and/or mentoring of team members
If you would like to hear more about this opportunity please get in touch.
