Overview of Role:
We are currently looking for a Service Desk Analyst. The primary duty of this role is to provide first line technical support to internal staff and to our client based in Dublin 1. The candidate will require an aptitude for working with various applications/systems to undertake analysis, diagnosis and resolution of IT related issues. Such issues include but are not limited to troubleshooting of hardware and software issues, including installation, configuration, maintenance and support of such systems.
This role is Monday to Friday.
Main Responsibilities:
* Assume full ownership and responsibility of all allocated support cases ensuring they are dealt with promptly and professionally and satisfactorily concluded
* Installing, configuring and troubleshooting of IT related software and hardware.
* Highlight any anomalies on our customer sites raising a service ticket and escalate using the correct escalation procedures.
* Develop and maintain an in-depth technical knowledge of products, services and solutions
* Perform routine day to day system checks
* Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer always
* Work with other technical staff to ensure Service Levels are achieved and maintained across our client base.
* Document relevant technical information in our One Note library & ITSM tool including site schematics, system problems, problem resolution and knowledge base content
* Record and maintain hardware and software inventories, site and/or server licensing and user access and security
* May be required to provide technical training to customers - systems administration and end user
* Maintain confidentiality with regards to the information being processed, stored or accessed.
* Monitor Remote Managed Service Application
* Other ad hoc duties as required
Experience & Qualifications required:
* IT qualifications desirable (MCSA,A+ N+ MTA)
* An ITIL qualification is preferable but not essential
* MCP certification would be desirable
* Industry standard accreditation's desired - Microsoft, Cisco, Citrix.
* Excellent communication skills and telephone manner
* Excellent organisational skills
* Incident Management experience - Managing incidents including business expectations and communication
* Basic User & Security Group Active Directory administration
* Strong knowledge of Microsoft based operating systems and Office 365
Knowledge Of:
* Microsoft Operating Systems
* Microsoft Applications
* Anti Virus/spy-ware/malware applications
* Networking - TCP/IP - Switching - Fire-walling, etc
* Industry Standard Troubleshooting Procedures
* ITIL V3
Other Information / Circumstances:
* Project-driven work requirements with overtime as needed to meet
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