Our Client, a multinational pharmacy chain, currently has a job opening for a helpdesk analyst. This helpdesk job is located in South Dublin and is permanent. To be the right helpdesk analyst, you should have an IT related degree with one to two years’ experience in either a deskside or helpdesk support role. An excellent phone manner and broad IT knowledge are also required.
Job Purpose
The Service Desk Analyst will ensure all support tickets are logged and resolved in a timely manner in accordance with Service Desk SOP’s.
Key Responsibilities
• Logging, validation and registration of incidents
• Classification and prioritisation of incidents with depending on impact and urgency (through the help of agreed SLAs)
• Investigation and diagnosis of incidents (finding the root cause) and escalation of incidents to defined resolver groups where appropriate
• Monitoring and tracking of the progress of the incident and keeping the customer informed
• Technical closure of the incident processing and verification of whether the incident is effectively closed
• Administrative closure of the incident processing. Check quality of incident-handling and documentation, obtain incident resolution confirmation from customer
• Expands technical knowledge of currently supported IT services with the goal of being able to resolve more challenging tickets on first contact
• Propose opportunities for continual service improvement to IT management
• On – Call participation (1:4) is expected
Knowledge and Experience
• Must have a 3rd Level IT Qualification or Microsoft Certification
• Previous experience of SQL and SQL scripts highly desirable
• Previous experience with Pharmaceutical or EPOS systems is a distinct advantage
• Experience in a customer service or sales role is advantageous
• Demonstrable experience in IT service support
• High Level of computer literacy (Typing and data input skills)
• Excellent communication skills
• Knowledge of IT services and ITIL
• Service delivery orientation
• Previous experience working with outsourced IT delivery partners
• Ability to multi task and respond to changing priorities
• Good organization and analytical skills
• Personal Attributes
• Consistently live the Company Values
• Must be highly organised
• Must be competent and able to work under pressure
• Must have excellent interpersonal skills
• Must be customer focused
If you believe you, or somebody you know, could be the right Helpdesk analyst for this job. Please do not hesitate to contact Stephen Waters on 016621000.
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