IT Service Desk Analyst (Level 2 Support)

IT Service Desk Analyst (Level 2 Support)
Dublin Permanent Hybrid Negotiable Ref:

Job Description

Our Dublin City based client is looking for an IT Service Desk Analyst to assist in providing high standard 2nd Level Support services to employees across the firm's departments.

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 2nd 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 2nd level support where 1st 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:

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

Benefits:

  • Bonus
  • Pension contribution
  • Gym
  • Hybrid Model

Consultant Details

Caoimhe Cronin's Profile Picture
Name: Caoimhe Cronin
Title: Senior Technical Resourcer
Tel: 01 2866666
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