Service Desk Analyst

Job Description

• Provide 1st line support via phone, e-mail, walk-ups and deskside support
• Record all Incidents and Requests in the ITSM Platform ensuring correct categorisation is applied
• Carry out and document troubleshooting on all incidents before escalating to Technical Teams
• Keep Incidents / Service Requests up to date ensuring SLA is maintained and users are consistently updated on progress
• Assign the incidents and requests that cant be resolved 1st line to the appropriate teams with detailed handover notes
• Manage all new staff onboarding / off boarding including the provision of IT equipment, account set up, engagement with other IT Teams to ensure a smooth operation
• Maintain the asset register within the ITSM Platform for end user equipment
• Ensure all calls are responded to in a timely manner and within agreed SLAs
• Pro-actively engage with users in your site to build relationships and ensure their IT is working as expected
• Notify Technical Teams of any issues having major impact on users (via the appropriate channels)
• Provide guidance, mentoring and training to other team members as required
• Develop a detailed understanding of the Group and departments that are supported
• Build and maintain good relationships with the Service Desk Analysts globally
• Act as the IT Representative to the local office when required
• Any other such duties that might be reasonably required for this role.

Qualifications

• Experience working as a 1st line Service Desk Analyst
• Basic / mid-level understanding of the following systems is desired:
  • Citrix Administration
  • Office365
  • Document Management Systems
  • ITSM Ticketing platforms (SD+ is an advantage)
  • IP Telephony
  • Active Directory Administration
  • Exchange Administration
  • Microsoft Teams Room
  • Intune
• Knowledge or experience of troubleshooting hardware (both remotely and locally)
• Ability to talk users through troubleshooting steps over the phone
• Good understanding and technical knowledge of current PC operating systems and applications
• Strong organisational skills with a proven track record in a challenging support environment
• An enthusiasm and passion for IT support
• Ability to demonstrate soft skills for excellent customer service
• Ability to effectively prioritise and execute tasks in a high-pressure environment.
• A willingness to support the future growth and success of the Group.
• Ability to use initiative, work independently and as part of a global team in line with agreed procedures and processes.
• Understanding of Security and the role that plays in todays climate within IT and business.
• Excellent time management skills
• Strong commitment to excellent customer service
• Excellent Team collaboration
• Willingness to learn and continually develop
• Experience working in an ITIL environment is an advantage
  

Benefits

• Full time, Onsite
• Location: Belfast, UK
  
• £29,000 - 31,000

For more information or to submit an application email: [email protected]