Service Desk Analyst – Dublin South

ICT Services are currently seeking a Service Desk Analyst, working on one of our customer sites in Dublin South. You will be working for a leading global technology company that offers a complete portfolio of industrial technology products across industries.

Position description

ICT Services are currently seeking a Service Desk Analyst, working on one of our customer sites in Dublin South. You will be working for a leading global technology company that offers a complete portfolio of industrial technology products across industries.

Responsibilities:

  • Provide Level 1 remote and desk side support services to end users.
  • Troubleshoot PC related problems either via phone, remote tools or desk side support.
  • Commissioning, installing, configuring, and troubleshooting of IT related software and hardware in use within the organisation.
  • Supporting key technologies such as Microsoft Server 2012, Active Directory, Microsoft Exchange, and Office 365.
  • Interacting with customers from (public sector) via telephone, e-mail and the web
  • Providing resolution to helpdesk service requests within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills
  • Identifying, evaluating, and prioritizing customer problems and complaints to ITIL standards
  • Analyse customer problems and formulate plans of resolution.
  • Identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
  • Evaluating new services, processes and technologies introduced at the helpdesk.
  • Participating in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
  • Working with departmental staff to promote, develop, and maintain high standards of customer service.
  • Escalating unresolved issues to support leads, designated service group or client help desk.
  • Collaborating with the IT team on enhancement of processes and procedures.
  • Maintaining system and infrastructure documentation.
  • Works collaboratively in a team environment.

Requirements:

  • Excellent communication skills, fluent in English, approachable and a people person.
  • 1 year + experience in a similar, onsite helpdesk position.
  • Experience with change control (ITIL best practice or ITIL foundation certified).
  • Candidates should have a high level of motivation and focus on their daily task.
  • Experience with key technologies such as Microsoft Server 2012, Active Directory, Microsoft Exchange, and Office 365.
  • Demonstrate IT competencies in the following areas:
    • Windows XP / 7/8
    • Linux OS
    • MS Office 2007 / 2010

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