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IT Support Analyst – Dublin

ICT Services are currently seeking a Desktop Support Engineer, working on one of our customer sites in Sligo. This is a full-time position working onsite with our customer.

Position description

ICT Services is currently looking for an IT Support Analyst to join our team here in Dublin 12.

The successful candidate should have good customer support skills, a good understanding of IT industry. You will be part of a team supporting our managed service clients and our internal staff of a mix of IT issues. In this exciting and challenging role, you will become a key member of a small team working across a varied mix of technologies, where you will gain great insight into how an IT team is managed to support its clients.

Role:

  • Provide  comprehensive IT support service to all staff. Managing tickets and being the first point of contact.
  • Exceptional Incident Management skills – Take ownership of issues and ensure a timely resolution of same.
  • Provide remote IT Support to users, supporting a windows and office 365 environment.
  • Configure/deploy laptops/desktops.
  • Scheduling and generation of customer reports and making sure SLAs are met.
  • Resolve client issues with Windows (Desktop and Server editions) and applications.
  • Communicate resolutions effectively with end users and update helpdesk system with details as appropriate.
  • Maintain our hardware, software, and licensing inventories.
  • Assist with the management and oversight of exciting IT projects and initiatives.
  • Liaise with our third-party vendors to prioritize issues and fixes.
  • Proactively monitor and identify potential technical and process issues.
  • Liaise with senior management to ensure effective issue and stakeholder management.
  • Participation in our weekly internal meetings.

 

Requirements:

  • Previous experience ideally in Level 1 Helpdesk technician role or similar
  • Technical knowledge of Active directory, Windows Server environment, network components, Office365 etc
  • Strong Customer Service skills over the phone and in person
  • Excellent verbal and written communication skills
  • Passionate about IT
  • Relevant IT qualifications, e.g CompTIA A+ / CompTIA Network + / CCNA etc.
  • Ability to prioritise tasks and manage your time efficiently
  • Prior technical experience
  • Self-motivated enthusiastic, with an ability and aptitude to learn, develop and grow with the company.
  • Fluent in English

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