JOB TITLE: Service Desk Analyst
REPORTING TO: Service Desk Team Leader
LOCATION: Dublin Airport
An exciting opportunity is now available to join the ESP IT Service Desk team at Dublin Airport in the position of IT Service Desk analyst, supporting our customer Dublin Airport Authority’ with all IT Incident and Service Request via phone and online portal during daytime only for Monday to Friday.
The ideal candidate will have excellent problem-solving skills and the ability to prioritise work in a busy help desk environment, candidate will be working as part of a team ensuring tickets are raised for incidents or requests, first contact resolution expectations are high for all calls mainly for Active directory, MS Windows & general MSOffice issues. Software installations & troubleshooting using SCCM allow for speedy resolutions as all tickets have SLA targets. Ensuring the customer is updated through life cycle of the incident is a key factor & ticket quality using pre-defined templates to gather detail for 2nd and 3rd line resolver teams is of vital importance.
Responding to customer incidents and request mainly through call answering using Cisco Finesse agent desktop, analyst is required to ensure high ‘availability’ for incoming calls, ensure state is updated during break or other activity and manage call handle time and transfers as per team processes & rosters. Incoming web incidents and requests are also monitored and assigned to team members for action, Email is used for receipt of a limited number of incidents for limited sites and scenarios. All Response are subject to SLA for call answering and abandon calls.
Logging ticket and assigning based on ITIL processes incident & request are logged at the single point of contact (IT Service desk), If the ticket is not closed as a first contact by the analyst even after review of the available knowledge base articles, ticket details and templates are to be updated by asking the required questions and assigned on to the next level team for resolution.
Updating open incident: Analyst will continue to update the open tickets and chase resolution by adding notes and keeping customer informed.
Meet & Greet: Many customers do come to service desk for direct support at times, we do always welcome and assist where possible if not already on a customer call.
Excellent communicator: Maintain a high level of communication both verbal and written with customer and colleagues in particular when an issue is being worked to ensure awareness is clear on expected resolution time and planned next steps to resolve.
Skills / Competencies / Experience Required:
·2-3 years' experience required in an IT service Desk role for role holder to perform fully and effectively in the job
·Good knowledge and experience in IT hardware , Microsoft Desktop software & network fundamentals,
·Strong diagnostics and trouble shooting skills
·Self-motivated with a willingness to learn and adapt to any new change or situation
·Excellent verbal and written communication skills
·Good understanding of IT networks & IT fundamentals. CompTIA A+ and/or MCP accreditation desirable
Monday - Friday - Rotating shifts - 0700-1530, 0900- 1730 & 1030- 1900