Level 1 Helpdesk Analyst

Level 1 Helpdesk Analyst Image
Level 1 Helpdesk Analyst

Dublin City Centre

Contract

Negotiable

Ref: E6322NL

Job Description

Dublin City Centre Financial Services client requires a Helpdesk Analyst for a 6 month contract with Customer Facing experience.

Job 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

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

Experience Required:

  • Technically competent, with experience in systems diagnostics, data analysis, report writing
  • Functional requirements gathering and documentation
  • Experience in analysis techniques

Essential and Desirable Skills:

  • Problem solving, decision making and excellent verbal and written communication skills
  • Be a team player
  • Microsoft Dynamics CRM knowledge desirable
  • ITIL based Helpdesk environment

Educational Requirements:

  • University degree or diploma in related field or equivalent professional training and experience.

Working Hours and Benefits:

  • Great location on Luas line
  • Subsidized canteen
  • 40-hour week

 

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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