itContracting are seeking applications for an Service Desk Analyst, this is a permanent position with our large corporate client based in Cherrywood, Dublin South.
Be Responsible:
* 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.
* 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.
Ref: ITC1836
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