Job Openings Service Desk Analyst

About the job Service Desk Analyst

Job Description

  • Provide 1st line support via phone, e-mail, walk-ups and deskside support
  • Record all Incidents and Requests in the ITSM Platform ensuring correct categorisation is applied
  • Carry out and document troubleshooting on all incidents before escalating to Technical Teams
  • Keep Incidents / Service Requests up to date ensuring SLA is maintained and users are consistently updated on progress
  • Assign the incidents and requests that cant be resolved 1st line to the appropriate teams with detailed handover notes
  • Manage all new staff onboarding / off boarding including the provision of IT equipment, account set up, engagement with other IT Teams to ensure a smooth operation
  • Maintain the asset register within the ITSM Platform for end user equipment
  • Ensure all calls are responded to in a timely manner and within agreed SLAs
  • Pro-actively engage with users in your site to build relationships and ensure their IT is working as expected
  • Notify Technical Teams of any issues having major impact on users (via the appropriate channels)
  • Provide guidance, mentoring and training to other team members as required
  • Develop a detailed understanding of the Group and departments that are supported
  • Build and maintain good relationships with the Service Desk Analysts globally
  • Act as the IT Representative to the local office when required
  • Any other such duties that might be reasonably required for this role.

Qualifications

  • Experience working as a 1st line Service Desk Analyst
  • Basic / mid-level understanding of the following systems is desired:
    • Citrix Administration
    • Office365
    • Document Management Systems
    • ITSM Ticketing platforms (SD+ is an advantage)
    • IP Telephony
    • Active Directory Administration
    • Exchange Administration
    • Microsoft Teams Room
    • Intune
  • Knowledge or experience of troubleshooting hardware (both remotely and locally)
  • Ability to talk users through troubleshooting steps over the phone
  • Good understanding and technical knowledge of current PC operating systems and applications
  • Strong organisational skills with a proven track record in a challenging support environment
  • An enthusiasm and passion for IT support
  • Ability to demonstrate soft skills for excellent customer service
  • Ability to effectively prioritise and execute tasks in a high-pressure environment.
  • A willingness to support the future growth and success of the Group.
  • Ability to use initiative, work independently and as part of a global team in line with agreed procedures and processes.
  • Understanding of Security and the role that plays in todays climate within IT and business.
  • Excellent time management skills
  • Strong commitment to excellent customer service
  • Excellent Team collaboration
  • Willingness to learn and continually develop
  • Experience working in an ITIL environment is an advantage

Benefits

  • Full time, Onsite 
  • Location: Belfast, UK
  • £29,000 - 31,000

For more information or to submit an application email: info@recruitmentpartnershipireland.co.uk


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