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Service Desk Analyst

Job Seekers Ireland IT Technology

Job Summary

  • Dublin
  • Permanent
  • BBBH768196
  • Oct 14, 2020
  • Competitive
Job Description

Field Based - Service Desk Analyst

Field Based - Service Desk Analyst

The successful candidate will have a full, clean Driving Licence and their own vehicle (Mileage will be compensated)

Location: Nationwide, Republic of Ireland

Working as a Service Desk Analyst you will provide desktop support to internal end users and will have a broad knowledge of desktop and server technologies, along with an extensive knowledge of the standard Microsoft platforms and applications. You will have the ability to analyse, troubleshoot and diagnose desktop related issues and be able to resolve incidents, whilst providing a high degree of customer satisfaction.

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.

This role involves the requirement to travel across Ireland, with an average of two days spent away from your normal office of work. The role can be based in either our Dublin or Portlaoise office but flexible for nationwide travel.

Overview / Key responsibilities

  • Must have a full clean current Drivers Licence
  • To troubleshoot (in person and remotely) and analyse customer incidents in order to diagnose IT issues
  • To receive and log all calls and emails from internal customers and record all pertinent information
  • To provide initial assessment of categorisation and prioritisation for all incidents
  • To provide regular communication to customers concerning the status of incidents; maintain ownership of incidents ensuring status updates and resolution according to KPI's
  • To proactively manage all individual and team assigned incidents and new requests
  • To participate in the Out of Hours on Call Rota (1 in 8 weeks)
  • To issue all companywide communications relating to Changes, outages, downtime, deployments and upgrades
  • To contribute towards the creation, review and update of support documentation
  • Liaising with 3rd parties / suppliers for incident management
  • Assist Service Delivery team with project implementations - desktop refreshes, network migrations etc.

Skills/Experience:

Must Have

  • Previous experience working in a similar role/environment
  • Knowledge of ITIL and service management methodologies. In particular, Incident Management & Problem Management
  • Experience in Remote Assistance/Support
  • Strong written and verbal skills
  • Experience providing application support
  • Strong troubleshooting and problem-solving skills and the ability to document processes and procedures in a clear, concise and logical manner
  • 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

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

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