Location: Glasgow (Office based)Full time – Permanent PositionGetronics 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! What we can give you: 37.5-hour working week, Monday to FridayFull 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 support25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidaysFull training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses availableEmployee Referral SchemeFlexible benefits package that aims to offer something for everyoneGetVibes – 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 ProgrammeTo 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 projectsCompany Pension Scheme, plus life assurance, and access to our free Digital GP app via AvivaPrivate medical cover after 12 monthsGlobal Recognition Program – 40+ awards were made last year in the UK under our RecogniseMe schemeTeam Purpose: 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.
Role Purpose: 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 straightforward 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.
What to expect: You will be responsible for answering calls from clients, within stated time guidelinesAbility to analyse and interpret client enquiries to ascertain and solve their issueProactively provide accurate and creative solutions to client problems, while meeting all predefined quality measurementsYou will be a 1st point of contact for clients to provide information, advice or instructions to assist the clients' enquiriesClient satisfaction is a main priority in all work undertakenAbility to record client enquiries and process paperwork/systems relevantLiase internally with colleagues, vendors and management to enable client enquiries to be answered and problems resolvedWhat we expect from you: Relevant experience working in a customer service environmentExperience in a technical helpdesk environmentTechnical qualification would be beneficialStrong communication skills with clients, colleagues and managementYou will take on full responsibility, with customers at your focus, and the ability to make good judgementsTaking initiativeTime managed and organised, you can meet SLA's that are prescribed and take appropriate action to ensure none of them are exceededYou 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 requestStrong analytical capabilityIf you think you have 75% or even 90% of what we are looking for and know you are capable of the responsibilities and duties at hand, we encourage you to apply!
Not all applicants require 100% of what we expect.
This will prove you are willing to develop, learn and grow professionally and personally.
What to do next: If this ticks your boxes, and you are looking for a new and exciting opportunity, then please apply below with a copy of your CV and your contact details.
We would appreciate a short message as to why you are interested in the position and Getronics!
If you would like to ask any questions regarding our vacancies, Getronics as a business, or anything else, please don't hesitate to get in touch.
The Talent Acquisition team will be available on 0141 814 1055 or alternatively, email into ******
We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.
About Getronics Getronics empowers businesses to stay competitive by offering flexible, secure, and reliable technology services, tailored to their unique needs, helping to drive growth, increase efficiency, reduce cost, and deliver measurable success.
Getronics is committed to low-carbon and sustainable development through its IT solutions to help companies reduce their environmental impact.
As a global leader in technology solutions with over 4,000 colleagues in 22 centres, and as the leading and founding member of the Global Workspace Alliance (GWA), Getronics can provide comprehensive end-to-end IT solutions around the globe.
It is one of the 18 companies from around the world positioned within the Gartner's 2024 Magic Quadrant for Outsourced Digital Workplace Services, and is committed to delivering exceptional customer service, to enable businesses to focus on their core strengths while entrusting their IT needs to Getronics.
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