Are you ready to play a key role in propelling organisations on their data driven journey?

Sword builds foundations across platforms, data, and applications and our people have a shared passion for technology and solving complex business challenges for our customers.

Our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success. Our people and culture are our highest priority in all we do. Measurable feedback is captured annually to ensure we continue to improve and develop our offering.

If these values are important to you, and you are looking to take the next step in your career with an established and growing company, we’re delighted to share a newly created opportunity to join the Sword team in the role of Senior Service Desk Analyst.

Here’s what your new role will look like:

You will provide a coordinated, consistent and effective 1st Line IT technical support in a mixed Windows/Exchange environment to end users, resolving problems and issues in-line with documented procedures,
You will be responding to requests for IT assistance and service from end users, dealing with enquiries efficiently in a polite and courteous manner,
You will be logging and categorising customer interactions concisely and efficiently, while taking ownership and following these up to completion.

This role will be full time on-site in Nairn.

At Sword, we are proud of cultivating a respectful workplace that values the contribution of all our people, whatever their background or stage in their career. We welcome your application should you hold the right core experience, knowledge and your application sufficiently outlines your relevant skills or transferrable skills in this area. If you believe you're qualified, but don't "check all the boxes", please still submit an application and we will explore your experience further.

Here are the key skills and experience relevant to this role:

Experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role
Excellent communication skills
Experience of applying processes and procedures
Experience of building and maintaining excellent relationships with customers
IT troubleshooting skills
Delivering a consistent first-class service to customer
Experience of working in a user support role
ITIL Foundation V4 qualification (or working towards)
Excellent customer service skills.
Strong personal organizational skills.
Self-motivated with the ability to multi- task and
prioritize workload.
Excellent communication skills at all levels.
Flexible approach to work with the ability to adapt to change.

Our people are supported and encouraged to develop their career with Sword through their own personal learning and development plan, alongside a competitive salary, pension, private health, wellbeing and insurance schemes, a flexible approach to working, and employee assistance programme.

Sword is committed to maintaining a diverse environment and is proud to be an equal opportunities employer. All applicants receive equal consideration for employment regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.