Helpdesk Support Analyst

Helpdesk Support Analyst Image
Helpdesk Support Analyst

Meath

Permanent

€40,000 - €45,000

Ref: E4992NL

Job Description

Helpdesk Support Analyst required for Top Company based in Meath.

Job purpose & responsibilities:

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.

Production Support

 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

User Training and Support

 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.

User Setup and Administration

 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

Required Qualification & Experience:

 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

 SQL writing

 Microsoft Dynamics CRM knowledge desirable

 ITIL based Helpdesk environment

How to Apply

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.

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