Service Desk Analyst

Job Description 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 cant 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: Citrix Administration Office365 Document Management Systems ITSM Ticketing platforms (SD+ is an advantage) IP Telephony Active Directory Administration Exchange Administration Microsoft Teams Room 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 todays climate within IT and business. Excellent time management skills Strong commitment to excellent customer service Excellent Team collaboration Willingness to learn and continually develop Experience working in an ITIL environment is an advantage Benefits Full time, Onsite Location: Belfast, UK £29,000 - 31,000 For more information or to submit an application email: info@recruitmentpartnershipireland.co.uk