Service Desk Analyst - Newry

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
1-5 Years
Salary Description:
Job Ref:

Job Title: Service Desk Analyst

Contract/ Permanent: Permanent

Location: Newry

Overview: Ergo is the largest privately-owned IT services provider in Ireland, headquartered in Dublin, with offices in Cork and Limerick as well as the UK and US. You will be joining an innovative company made up of over 500 passionate professionals from many different backgrounds. We serve more than 400 companies and over 250,000 end users across six continents so by working with Ergo, you will work at the leading edge of IT projects in Ireland and work at a company who has established a culture centred around a sense of community, empowerment and belonging.
Ergo are currently seeking to recruit a Service Desk Analyst for our client based in Newry, Co. Down.
This is a permanent role based on-site at our client in Newry. If you can thrive in a fast-paced environment that manages to combine a culture of fun and camaraderie with a relentless focus on customer satisfaction, then we have the perfect job for you. As a Service Desk Analyst, you will be expected to provide IT support services internally to Ergo and externally to client companies. We also want self-starters that bring personality and flare to the role.

Role & Responsibilities:

* Assume full ownership and responsibility of all allocated support tickets, ensuring they are dealt with promptly and professionally and satisfactorily concluded.
* Ensure strict adherence to SLAs when dealing with customer tickets/calls.
* Installing, configuring, and troubleshooting of IT related software and hardware.
* Highlight any anomalies on our customer sites raising a service ticket and triggering escalation procedures.
* Develop and maintain an in-depth technical knowledge of Ergo products, services, and solutions.
* Perform routine day-to-day system security checks/backups and produce up-to-date status reports.
* Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is always delivered to the customer.
* Work with other technical staff to ensure connectivity and compatibility between systems.
* Record and maintain hardware and software inventories, site and/or server licensing, user access and security.
* Provide occasional technical training to customer's systems administrators and end users.
* Maintain confidentiality with regards to the information being processed, stored, or accessed.
* Monitor remote managed service applications.
* Fulfil ad hoc duties as required.

Skills, Qualifications & Experience Required:

* Microsoft Operating Systems
* Microsoft Applications
* Anti-Virus/spyware/malware applications
* Networking - TCP/IP - Switching - Fire walling, etc.
* Industry Standard Troubleshooting Procedures
* IT qualifications desirable
* Appropriate level of competence in documented technical skills
* Industry standard accreditation's desired - Microsoft, Cisco, Citrix, and HP

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Contact Details:
Tel: +353 1 5414687
Contact: Patrick Gibney

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