Description
We are looking for an experienced Service Desk Analyst to join my clients in Dublin.
The role holder will work within a process driven, ITIL environment, primarily responsible for Incident Management and the various tasks related to the monitoring and support of Data Centre operations mainly for external customers whose equipment and applications are based in the one or our Data Centres
The Service Desk is the single point of contact SPOC for customers/technical staff and management, identifying and where necessary escalating all issues/alerts. The role includes an element of problem diagnosis and proposals for fix
Skills/Experience:
- Experience in the relevant technical skill area(s) with appropriate formal training.
- Experienced, fully competent in own area, can act as a key contributor in a more complex/critical environment, and is able to co-ordinate activities of others.
- Has depth of expertise in more than one area, and can apply knowledge/skills to a range of activities acting as a source of technical expertise to others in own area.
- Able to interpret internal/external business issues and recommended best practice in own discipline, and to make changes to own and others work to meet these.
- Demonstrates competence in own area, although may still be acquiring higher level skill and will be working to deepen knowledge/skills in own area, and broaden ability over a variety of skills.
- Typically will work with moderate guidance on own area of knowledge, but able to apply knowledge/skills to a variety of standard day to day activities and to identify unusual technical problems and respond to managers requests in non-standard situations.
- Able to investigate all the facts, identifying the problem and all relevant issues in straightforward situations. Can then generate possible solutions.
- Understands appropriate customer Business Processes and operating environments.
- Able to act proactively to understand client needs and offer assistance even when not asked.
- Able to find the underlying issue and patterns in complex situations, taking a new perspective on existing solutions to complex problems, and is able to explain difficult concepts to a variety of audiences to ensure that the meaning is understood.
- Can motivate other team members and create informal networks with key contacts outside own area. Understands appropriate customer Business Processes and operating environments.
- Formal vendor training to professional certification standards, eg CCNP, MCSE, Sun Solaris, HP certified systems engineer etc.