IT Service Desk Analyst – Level 1

Location: Dublin
Job Category: 545

Description

IT Service Desk Analyst – Level 1 to provide high-level user support. Experience of troubleshooting and supporting operating systems and various software applications in a corporate environment. Working as part of services team to provide comprehensive IT technical support.

Responsibilities:

  • Responding to user enquiries via phone, online or via email
  • To provide user support on a variety of software applications
  • Incident classification, resolution and escalation if appropriate required to meet established performance targets
  • Maintain technical proficiency in all software applications and hardware platforms applicable to the role
  • Deliver solutions to agreed Service Level Agreements
  • Ability to maintain appropriate records and update ticketing system, adhere to internal processes and procedures which include excellent customer service, productivity and quality standards
  • Update users and IT team as appropriate

Requirements:

  • Relevant qualification and 2+ years IT experience
  • Excellent knowledge of hardware and associated technologies: desktop, laptop, tablet and mobile devices, operating systems – Microsoft Windows 10, Microsoft Office software applications and the ability to learn various business applications
  • Knowledge of LAN/WAN technologies

Essential:

  • Strong proactive customer service and interpersonal skills
  • The ability to prioritise and manage time effectively
  • Ability to define problems, collect data and establish facts
  • Must have the ability to work independently or a part of a team
  • Good troubleshooting and analytical skills
  • Previous technical support experience and speak fluent English

An understanding of client-server applications would be a distinct advantage, as would one or more Microsoft MCPs or actively working towards certification.

Location: City Centre

 

 

 



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