IT Service Desk Analyst

Lisnaskea, Fermanagh
31/08/2023
Permanent / Full-time

Description

The role shall enhance the reputation of the Group with effective and satisfactory customer communications. The successful candidate will be responsible for providing 1st line support (via telephone, email) across a broad range of platforms and technologies. The incumbent shall ensure that calls are responded to and faults rectified in an efficient manner, within given SLA’s and reported upon as required. .

Responsibilities
1. Customer Services; a. Maintain Helpdesk Incident Log b. Update Customers accordingly c. Close fault calls within contractual SLAs d. Provide appropriate monthly. reports in respect of Helpdesk/Ad-hoc activities.
2. Technical Support; a. Respond & troubleshoot incidents and service requests related to a variety of IT Services. b. Log all incoming incidents and service requests according to processes and local procedures in our Service Management System
c. Ensure that incoming incidents and service requests are correctly categorised and recorded d. Provide first line support service, making decisions on the best time to resolve the problem over the phone or call back
e. Reporting incidents to 3rd party suppliers and monitoring their response. f. Direct unresolved issues to next level support 3. Logistics; a. Raise Purchase Orders as appropriate.
b. Procure & arrange delivery/return of stock as required c. Maintain records & produce reports, as required. 4. Bid Support; a. Maintain RFQ Log & associated records
b. Assist with production of Bids, presentations, etc. c. Provide appropriate mthly. reports in respect of Bid & Service activities.

Skills and Qualifications

Essential Skills

Commercial awareness, good understanding of the I.T Maintenance and Service Industry and good technical awareness.
Confident and professional telephone manner backed up with good IT technical skills, able to work as part of a team and deliver in a busy pressurised environment and excellent Excel skills.
A proactive and self-motivated individual, you will have the ability to stay calm and positive under pressure and good organisational skills and attention to detail.
Be able to troubleshoot basic end-user issues on various software, hardware, and network systems, ITIL qualification advantageous however not essential, proficient in MS Office Suite and articulate (written / verbal) Communicator.
Methodical Organisational skills, effective Time Management, maintains personal performance whilst under operational pressure, desire to succeed, self-motivated and good interpersonal

skills.
Desirable Skills

An appreciation of the industry standard best practice framework for service delivery. Detailed knowledge of a wide variety of IT systems, connectivity and peripherals.
Previous involvement in bid management activities.
Degree in relevant subject.
Third party management services experience.
A proven track record in service delivery within an IT environment.
MS365/Exchange, project management skills and influencing skills.

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