Service Desk Analyst - Dublin City Centre - Permanent - €22k + 25% Shi

Job Category:
Analyst (Business/Systems)
Job Type:
Permanent
Level of IT Experience:
5-10 Years
Area:
Central Dublin
Location:
Dublin
Salary Description:
Competitive salary offered
Posted:
29/11/2016
Recruiter:
IT Alliance Ltd
Job Ref:
160770807

Job Role:

Act as the single point of contact for customers. Where feasible the agent will address the customer query/issue or alternatively redirect queries into the appropriate area within the organisation.

In summary, the Service Desk Analyst will be required to:
* Perform operational tasks (running scripts, schedule management, tape management, initial issue investigation)
* Systems Monitoring
* Customer queries and issue management
* Issue diagnostics determining the resolution point
* Escalation to appropriate resource as required
* Co-ordination of the response to the client or the Data Ops team.
* Ensure shifts are covered, as a team - must share the responsibility for covering the shifts, and must feel joint responsibility to do so.
* Complete Project work as directed - should be flexible and willing to pick up project work
* Train towards call resolution at "Triage" level, answer repeatable queries as the first point of contact.

Minimum of 12 months experience in similar role required.

Contact Details:
IT Alliance Ltd
Contact: Leanne Flynn

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