IT Service Desk Analyst / Network Administrator

Job Category:
Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
1-5 Years
Area:
South Dublin
Location:
Loughlinstown
Salary:
€30,000 to €35,000 per annum
Posted:
16/02/2017
Recruiter:
Lincoln Recruitment Specialists
Job Ref:
J3029

IT Service Desk Analyst / Network Administrator

 

 

RECRUITER NOTES

·         Available to interview suitable candidates immediately

·         Would like someone to start in 3-5 weeks.

 

The Service Desk Analyst role comprises of technical support responsibilities within the ITIL aligned Service Desk. The person will be involved in the day-to-day provision of Service Desk support of IT services to Ireland staff.

 

RESPONSIBILITIES

•        The person will ensure that incoming tickets are effectively managed and assigned for resolution in a timely manner.

•        Troubleshoot issues or standard requests with IT services or escalating such issues, when appropriate, to the IT Manager.

•        Logging and taking ownership of all incidents, requests and other ticket types requested by the business or end users –through to completion.

•        Coordinate the communication and resolution process around critical tickets like Priority ONE incidents.

•        Follow up with other support staff (service resources) involved in resolution to advise the status of their open tickets and ensure incidents are resolved and requests are fulfilled

•        Document issue resolution information and relevant knowledge bases.

•        Expand technical knowledge of currently supported IT services with the goal of being able to resolve more challenging tickets on first contact.

 

YOU SHOULD BE ABLE TO

•        Create a positive support experience and build strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling users with a professional manner

•        Propose opportunities for improvement to reduce the impact of incidents

•        Highlight any individual, user or team training / knowledge gaps that may exist and work with the IT Manager to address such gaps.

•        Inform the IT Manager, in a timely fashion, of any situation that may affect the delivery or quality of service to end users.

•        Provide after hours and on-call support as required.

•        Provide weekly reports to IT Manager, highlighting current status or trends, issues/ risks and successes.

•        Provide training to staff on various business applications

 

EXPERIENCE

•        Ideally 2+ years’ experience in a Service Desk, support role or customer service role in an IT environment.

•        Experience of dealing with both internal & external customers at various levels.

•        Experience with Insurance Broking applications

 

SKILLS

•        Technical competency in Windows Server 2008/ 2012 server

•        Windows Terminal Services server/ Citrix Server

•        Familiar with the Microsoft Office product suite (e.g. MS Word, MS Visio, MS SharePoint).

•        Active Directory, DNS & DHCP/ WINS server

•        Exchange server 2010/ 2013

•        File and Print server

•        VMWare

•        Antivirus: Symantec/ Sophos and Kaspersky

•        Mail and Web marshal

•        Mobile mail solutions

•        Avaya IP Office

•        Cisco routers & switches

 

QUALIFICATIONS

•        ITIL Foundation (v3) (2011) certification a distinct advantage.

•        Someone with a high level of computer literacy

•        Flexible for shift working covering 8:00AM to 6.00PM

•        Someone with excellent attention to detail to be able to follow work instructions in a careful and diligent manner whilst being able to recognize opportunities for improvement in such documentation.

•        Someone with excellent communication and interpersonal skills - fluent in business English both written and verbal.

•        Self-motivated, reliable and professional.

•        Someone with strong analytical & troubleshooting capabilities together with problem solving experience with an enthusiastic and ‘can-do’ approach.

•        Able to multi-task and respond to changing priorities.

•        Able to refer and escalate issues using initiative and discretion.

•        Consistent and accurate approach.

•        Someone who is capable of planning their own work and meet deadlines.

 

Contact Details:
Lincoln Recruitment Specialists
Tel: +353 1 661 0444
Contact: John Howe

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