IT Helpdesk Analyst
Location: Edinburgh Office
Working Pattern: 37.5 hrs per week, Monday to Friday 9am - 5pm
Salary: £25,000 - £30,000 depending on experience
Benefits: 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching
WHO WE ARE
At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.
Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We’ve recently raised, and committed, a £164 million investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses by 2025. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.
HOW WE WORK
Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning, and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about Worklife balance and wellbeing.
Sound like the kind of place you want to work? If so, read on…
THE TEAM
Our IT team is growing in line with our achievements and ambitions and will play a pivotal role in our success story. As the IT Helpdesk Analyst, you'll be the 1st line of support for GoFibre employees, helping with all IT-related issues. Your role is crucial in creating a supportive and helpful environment, where employees feel confident that their IT needs are met promptly and effectively.
WHAT YOU WILL BE WORKING ON
- Ensuring all issues are logged within the helpdesk system and resolved within SLA's
- Managing and troubleshooting tickets to resolution
- Overseeing asset management, working with a third-party vendor, and ordering any new hardware (laptops, mobiles, tablets)
- Assisting in the management of VOIP platforms
- Maintaining accurate ICT inventories
- Escalating tickets to 2nd/3rd line support as required
- Monitoring backup and conducting daily system checks
- Designing and delivering training to all new employees, ensuring a seamless IT setup on Day 1
- Configuring devices and setting up user accounts
WHAT YOU WILL BRING TO THE ROLE
- Current expertise in managing Microsoft 365, Intune, Azure, and JIRA.
- Proven experience in troubleshooting and resolving IT issues both face-to-face and via email in a fast-paced environment.
- Ability to configure and set up laptops, tablets, and phones for users.
- Experience designing and delivering training on essential systems for new employees.
- Familiarity with ITIL principles.
We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another.
Are you ready for the challenge? Get in touch now, we can’t wait to hear from you!
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