ICT Services are currently seeking a HelpDesk 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:

o   Windows XP / 7/8

o   Linux OS

o   MS Office 2007 / 2010.