IT Service Desk Analyst (Level 2 Support)

IT Service Desk Analyst (Level 2)

Our Dublin City based client is looking for an IT Service Desk Analyst to assist in providing high standard 2^nd Level Support services to employees across the firm-s departments. This client offers a great benefits package and operates a hybrid model of work.

Duties & Responsibilities:

• Provide excellent 2^nd level support where 1^st line analyst cannot resolve the issues.
• Escalates issues where it is deemed necessary.
• Manage tickets and escalation reporting.
• Monitor ticket activity and present ways in with escalations can be reduced.
• Support applications utilised company wide
• Work as part of the team and work as part of the out of hours rota
• Work collaboratively with team members to meet pre-determined KPI-s.

Skills required:

• Minimum 3 years- experience working on the Service Desk team.
• Prior knowledge of tools such as Service Now or similar
• Previous experience and responsibility for Server support duties
• Azure Active Directory experience as well as tools such as Windows 10 and Office 365
• Previous experience working in a ITIL Environment
• Supporting internal and external applications such as Zoom and MS Teams
• Previous experience utilising Zscaler or similar products
• Work efficiently and effectively to reach and exceed SLA-s
• Excellent communicational and reporting skills (both written and verbal)

Education:

• 3^rd level Degree in IT related course from recognised institution or equivalent professional certification

Benefits:

• Bonus
• Pension contribution
• Gym
• Hybrid Model