Senior Service Desk Analyst

Senior Service Desk Analyst Image
Senior Service Desk Analyst

Dublin

Permanent

Negotiable

Ref: E9590NB

Job Description

My Dublin based client is recruiting for a Service Desk Analyst to join the team on a permanent basis.

My Dublin based client is recruiting for a Service Desk Analyst to join the team on a permanent basis. The successful candidate will provide desktop support to internal end users and will have a broad knowledge of desktop and server technologies, along with an strong knowledge of the standard Microsoft platforms & applications. You will analyse, troubleshoot and diagnose desktop related issues and be able to resolve incidents, whilst providing a high degree of customer satisfaction.

Job Responsibilities

  • The role will involve supporting of staff with IT problems on remote and face-to-face, new hardware configuration/installation, troubleshooting network issues and monitoring of alerting and ticketing systems. The candidate will also support the IT service delivery team with the implementation of projects, both on-site installations & through co-ordination of the service transition process.
  • Troubleshoot in person & remotely and analyse customer incidents in order to diagnose IT issues
  • Receive and log all calls / emails from internal customers and record all information
  • Provide initial assessment of categorisation & prioritisation for all incidents
  • Provide regular communication to customers concerning the status of incidents; maintain ownership of incidents ensuring status updates and resolution according to KPI’s
  • Manage all individual and team assigned incidents and new requests
  • To issue all communications relating to changes, outages, downtime, deployments and upgrades
  • Liaising with 3rd parties / suppliers for incident management
  • Assist Service Delivery team with project implementations – desktop refreshes, network migrations etc.

Experience Required

Your responsibilities will include, but not be limited to, support of staff with IT problems (both remote and face-to-face), new hardware configuration/installation, troubleshooting network issues and monitoring of alerting and ticketing systems. You will also support the IT service delivery team with the implementation of projects, both on-site installations and through co-ordination of the service transition process.

Essential and Desirable Skills

  • Previous experience working in a similar role/environment
  • Knowledge of ITIL and service management methodologies.
  • Incident Management & Problem Management
  • Experience in Remote Assistance/Support
  • Experience providing Application Support
  • Strong trouble-shooting and problem-solving skills and the ability to document processes and procedures.
  • Experience of Office365 and/or Exchange administration.

Desirable

  • Networking Qualification – CCNA etc
  • ITIL v3 Foundation Certificate
  • TCP/IP networking skills experience (LAN, WAN, Wi-Fi)
  • MCP Qualification

Educational Requirements

Relevant Degree

Working Hours & Benefits

40 Hour Working Week

Health / Pension

Out of Hours on Call Rota (1 in 8 weeks)

 

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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