Belfast, Northern Ireland, United Kingdom
Responsibilities
* 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 can't 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:
o Citrix Administration
o Office365
o Document Management Systems
o ITSM Ticketing platforms (SD+ is an advantage)
o IP Telephony
o Active Directory Administration
o Exchange Administration
o Microsoft Teams Room
o 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 today's climate within IT and business.
* Strong commitment to excellent customer service
* Excellent Team collaboration
* Willingness to learn and continually develop
* Experience working in an ITIL environment is an advantage
Full time, Onsite
Location: Belfast, UK
For more information or to submit an application email: info@recruitmentpartnershipireland.co.uk
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