IT Helpdesk Analyst - VR/29905

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Status: Permanent
Location: Aberdeen
Rate: Available Upon Request

Join an award-winning Scottish organisation as an IT Helpdesk Analyst on a full-time, permanent basis. If you have experience in 1st Line IT Support and an in-depth knowledge of Windows 10 and MS365, we want to hear from you! If successful, you will be managing service user requests by phone, email and ticketing system. You will be required to troubleshoot and support users with technical hardware and software issues.


Key Responsibilities

  • Handling service requests in the first instance by either phone, email, helpdesk ticket or user engagement etc.
  • Preparing to be the first line of contact for difficult encounters with end users, providing and escalating awareness to appropriate personnel in the event of serious incidents.
  • Diagnosing and resolving technical hardware and software issues to the best of your ability and seek assistance when unable to resolve.
  • Providing general administration support for company systems.
  • Escalating problems to the appropriate levels of support as required.
  • Updating customers on problem status/resolution.
  • Assisting in the creation of support and knowledge based articles used by IT support staff and ensure this remains current.



  • Enthusiastic and interested in Information Technology.
  • Preferably a qualification in IT related discipline.


Skills and Experience

  • Troubleshooting and route cause analysis.
  • Think logically and systematically.
  • Previous customer service experience.
  • Effective communication and ability to deal with end users.
  • Ability to understand and assess users abilities.
  • Previous IT Support experience.


Technical Knowledge

  • Windows 10.
  • Microsoft 365.
  • Apple IOS/Android.
  • Microsoft Active Directory.
  • Remote support Software (e.g. Dameware/Teamviewer).
  • IP Telephony (e.g. Cisco Call Manager).
  • Mac OS.
  • Sharepoint.


TMM Recruitment INDIT

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