Service Desk Analyst

Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Getronics are the founders and leading member of the Global Workspace Alliance with a unique model provides customer with consistent IT services. Our vision is to reimagine the digital future one customer at a time.

We have an exciting opportunity for a Service Desk Analyst to join our team in Glasgow!

• 37.5-hour working week, Monday to Friday
• Full time Glasgow office based, 8 weeks. Once training completed move to hybrid (3 days in the office, 2 days at home)
• Great opportunities for career progression to 2nd line support
• 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
• Full training provided as part of robust induction process, including opportunities for continual development with our North Star online learning platform which has over 80,000 courses available
• Employee Referral Scheme
• Flexible benefits package that aims to offer something for everyone
• Get Vibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
• 24/7 advice and support across a wealth of topics with free access to our Employee Assistance Programme
• To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
• Company Pension Scheme, plus life assurance, and access to our free Digital GP app via Aviva
• Private medical cover after 12 months
• Global Recognition Program – 40+ awards were made last year in the UK under our Recognise Me scheme

The CSO Service Desk Team provides help desk activities such as dispatch or repair of components or systems during the time of a contract and/or a vendor’s warranty period including ad hoc activities. The main challenge is to provide on‑going support maintenance and repair services and/or be able to correctly identify the underlying problems and to provide solutions which are technically sound, cost efficient and meet client needs.

You will provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems, which may range from very straight forward problems through to more complicated issues. You will be required to respond to a large volume of calls within a short talk time while also providing a high degree of client satisfaction.

• You will be responsible for answering calls from clients, within stated time guidelines
• Ability to analyse and interpret client enquiries to ascertain and solve their issue
• Proactively provide accurate and creative solutions to client problems, while meeting all predefined quality measurements
• You will be a 1st point of contact for clients to provide information, advice or instructions to assist the clients’ enquiries
• Client satisfaction is a main priority in all work undertaken
• Ability to record client enquiries and process paperwork/systems relevant
• Liase internally with colleagues, vendors and management to enable client enquiries to be answered and problems resolved

• Relevant experience working in a customer service environment
• Experience in a technical helpdesk environment
• Technical qualification would be beneficial
• Strong communication skills with clients, colleagues and management
• You will take on full responsibility, with customers at your focus, and the ability to make good judgements
• Taking initiative
• Time managed and organised, you can meet SLA’s that are prescribes and take appropriate action to ensure none of them are exceeded
• You will be able to work as a team with colleagues, building relationships remotely, and discuss options with subject matter experts, vendors or management when unable to resolve an incident or request
• Strong analytical capability

If you think you have 75% or even 90% of what we are looking for and know you are capable of the…