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Service Desk Analyst

Smartedge Solutions Ltd

Posted on Jun 3, 2022 by Smartedge Solutions Ltd

Dublin, Ireland
IT
Immediate Start
Annual Salary
Contract/Project

Job Description:

Responsibilities:-

Provide technical expertise to the help desk team

Phone support experience necessary.

Technical helpdesk or technical call centre experience is necessary.

Disciplined, systematic problem-solving skills required.

Hands-on work experience with the following:

Windows Operating systems, iOS.

Clients: Windows7, Windows 10, apple

Knowledge of Active Directory, Exchange

ITSM ticketing tools such as Remedy.

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (eg Explorer, Chrome, Firefox),

VPN and remote dial-in users

Support for laptop, desktops, and printers

Act as technical liaison between help desk and IM support groups

Maintain technical skill continuity and consistency of help desk staff

Ensure continuous improvement of services provided by the help desk

Provide telephone support to customer end users

Provide Problem Management System support activities

Includes preparation of help desk staff to support new technology

Maintain skills inventory of help desk analysts and Work Request Co-ordinators:

Liaison between help desk and other groups on technical support issues:

Proactively work with other groups on normal process support issues

Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies

Notification Escalation list, help desk weekly schedule, support documentation, etc.

Work closely with help desk manager to implement technical action items related to the help desk

Assist help desk manager in analysing help desk group and individual statistics

Ensure implementation of BOP (Best Operating Practices) in the help desk

Establish communication link with other zones relative to technical and support environment

Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.

Manage small help desk related projects.

Documentation of help desk processes

Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end user

Route problems to internal IM support staff

Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution

Administer and provide User Access and Exit controls

Technical Requirements:

Phone support experience necessary.

Technical helpdesk or technical call centre experience is necessary.

Disciplined, systematic problem solving skills required.

Hands-on work experience with the following:

Windows Operating systems, iOS.

Clients: Windows7, Windows 10, apple

Knowledge of Active Directory, Exchange

ITSM ticketing tools such as Remedy.

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (eg Explorer, Chrome, Firefox),

VPN and remote dial-in users

Support for laptop, desktops, and printers

Other Skills/Experience

Ability to learn new information quickly

Ability to integrate as a cross-functional, team player

Personal dedication to providing high quality, superior service

Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week

Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.

Customer Focus

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality

Total: 1-3 years' experience in Help Desk, Information Management, or Customer Service delivery field

Education requirements:

Bachelors/Masters/Equivalent

Preferred MCP/MSCE/MSCA or HDI CSS

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Reference: 1617623537

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