IT Service Desk Technician at Element, Edinburgh, 3 Months, £Contractor Rate

  • Contract Spy
  • Edinburgh, UK
  • Apr 07, 2021
up to 6 Months

Contract Description

Element has an opportunity for a 3-month contractor as an IT Service Desk Technician based in Newbridge, Edinburgh. In this role you will be an advocate for the Element colleague, to ensure they receive high-quality and timely service and support from the entire IT organisation. You will build relationships with specialist support groups / subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.

 

 

Responsibilities

  • Triaging issues and service requests via phone, e-mail and portal
  • Troubleshooting colleagues issue(s) and resolve upon first contact, when possible
  • Recording and documenting accurately all details of the issue(s) or service request, including categorisation and priority into the IT service desk tool
  • Providing "how to" assistance on all internally supported devices and systems
  • Escalating issues and requests to appropriate specialist support groups / subject-matter experts in accordance with service-level agreements, following up as appropriate
  • Leveraging internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
  • Responding to colleague inquiries regarding the status of incident / service request tickets, performing follow-ups
  • Contributing to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides

Skills / Qualifications

  • Experience in a technical troubleshooting IT role similar to this opportunity
  • Experience as the first point contact with end-users and / or customer service role
  • Knowledge of ServiceNow is preferred
  • Excellent customer service skills
  • Strong troubleshooting skills
  • Solid written and verbal communication skills
  • Strong time management skills
  • Self-motivated and able to work in a fast-paced and constantly changing environment
  • Ability to learn new technology and applications

#LI-JM2

Company Overview

We are Element, one of the fastest growing testing, inspection, certification and calibration businesses in the world.

 

We deliver critical services in Materials Testing, Product Qualification Testing, Certification, Device Calibration and Advisory Services to the Aerospace, Oil and Gas, Transportation, Industrials, Fire and Building product, Infrastructure and other leading sectors, where failure in service is simply not an option.

 

Everything we do helps our customers to build better products; get their products to market on time; save them time and money; and minimize the risk associated with product development and production.

 

Our mission is simple: to be the best testing partner in the world and together we strive towards a common vision of becoming the world’s most trusted testing partner.

 

We have four values that we strive to live by every single day.

  • Safety - We keep our colleagues and visitors safe
  • Integrity - We act honestly and fairly to do the right thing
  • Excellence - We set new standards of excellence in everything we do
  • Partnership - We work together for the benefit of our customers

When combined with our mission and vision, the ethos this creates, enables Element to deliver one thing. CERTAINTY.  We exist to help make certain that the materials and products we test, inspect, certify and calibrate for our customers are safe, quality, compliant and fit for purpose.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

 

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: race, colour, age, religion, gender, national origin, disability, and/or protected veteran status, or other characteristics in accordance with the applicable governing laws.