Helpdesk Support Analyst required for Top Company based in Meath.
The role holder will manage and respond to all incoming helpdesk support requests, providing an initial point of contact for all employees who have IT incidents or service requests
Responsibilities will include:
Communicate effectively with Employees and IT Support teams on incident and request solutions
Provide high resolution rate at first point of contact
Research, document and resolve complex data and or system issues
Lead discussions with source data owners, system vendors, IT and Business reps
Manage end-user requests for reporting and system enhancements, and serve as a liaison to the vendor
Serve as the policy admin system expert for user questions and training
Maintain positive, proactive relationships with internal customers
Evaluate and analyse data and understand the flow of information within our core systems
Develop and implement process improvements and business efficiencies
Lead discussions with vendors regarding system functionality or enhancement requests
Represent the system users on projects impacting the existing and new policy admin system.
Triage technical application and system issues affecting the production environment, raised on the IT Helpdesk or by the internal IT team
Conduct an analysis to identify the cause and to determine the most appropriate solution
Determine if the issue needs to be escalated internally or externally with 3rd party providers
Ensuring that the information and data relating to the issue and the status of the resolution is kept fully up to date on the IT Helpdesk
Ensuring that the business users are kept fully informed of progress and status changes, to include updates on expected resolution times
Ensuring appropriate quality and level of service at all times, according to documented service level agreements
Following the agreed processes, procedures and sign off requirements for all software bug fixes, patches and releases into both test and live environments
Manages the provision of, or provides support for User training for all application changes being managed by the team.
Manages the provision of or provides appropriate user documentation for application changes.
Where appropriate manages the provision of second level user support for all applications being managed by the team.
Administration & configuration for all user accounts for all staff on boarding and off boarding to include active directory, email and all requested applications
To ensure all account requests, amendments & deletions are done according to SLA & IT security procedures
To liaise with all 3rd party vendors for any application requests not administrated directly by IT
To provide detailed reports on all user accounts, roles & rights when required
System testing skills and qualification required
Technically competent, with experience in systems diagnostics, data analysis, report writing
Functional requirements gathering and documentation
Experience in analysis techniques
Problem solving, decision making and excellent verbal and written communication skills
Be a team player
Microsoft Dynamics CRM knowledge desirable
ITIL based Helpdesk environment
If you are interested in this role, then please Apply along with your updated CV and I will be in touch with you to discuss your application in more detail, otherwise feel free to connect with me by whichever medium you are most comfortable with be that Linkedin, Email or Telephone. Remember we have limited our site to a maximum of 200 Jobs so if this Role is not a 100% match to your requirements please be sure to connect with us as we will most likely have another role which you may find more suitable.Apply for Job
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