IT Helpdesk Analyst – Dublin 18
My client is currently looking for an experienced IT Help Desk Analyst to support their IT Team, offering you the opportunity to be the first point of contact for all of their IT support requests. You will be responsible for gathering all helpdesk requests, incident management and SLA adherence. Additionally, you will deliver root cause analysis to resolve and drive out issues and daily monitor all of our operational systems and controls, reporting on key IT systems and performance.
Help Desk Administration:
-Be the first line of contact for all business users and service partners, organizing incidents.
-Log all issues, establishing severity, assigning to a resolver and follow up ensuring an effective closure. Continuously communicating status to users and management.
-Establish common issues and root cause, ensuring root causes are eliminated.
-Monitor key system areas hourly / daily using key monitoring systems.
-Create alerts/incidents when issues arisethat need to be resolved.
Service Delivery and Controls
-Operate all Service Delivery and Operational(Incident and Change) metrics to deliver weekly key system performance reporting.
-Maintain all capacity plans and forecasts.
-Operate IT controls and produces control compliance reporting.
Document Management Administration
-Daily handling of all document processing jobs. Ensuring that all import processing from source systems are imported, indexed and fully available for search in the Laser fiche system.
-Operate all configuration records and changes on the call centre ACD system.
-Create ACD queues, configuring call flows and call treatments.
-Maintain all time of day routing including time of day open/close and system calendar.
If you are happy to be represented and be put forward for this role (or would like more information) please send me CV via the link or call me (T: 01 2449520) indicating if you wish to be represented by Solas Consulting Group.