Description
We are currently looking for a Middle-Level (Min 3 Years Experience) IT Service Desk Analyst for a 9-contract position in Cork, Ireland.
Please can you check the specification and let me know if you could be suitable and interested in the position below? If so, please can you send me your updated CV.
Skills: support, troubleshoot, mcsa, networking, server, exchange, windows, deployment, call, kpi, tickets
Position: IT Service Desk Analyst
Location: Cork, Ireland
Duration: 9 months
Start: 10 January 2020
Rate: £ all in p/d
Responsibility
- Provide excellent Customer Service via the telephone, email and customer portal
- Log all Incidents and Requests and keep all documentations updated
- Using the impact and urgency Matrix, ensure that all Incidents are assigned the appropriate SLA
- Manage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate
- Understand and proactively operate the escalations procedure defined in the Incident Management process
- Carry out basic operational procedures and instructions so that tasks are completed accurately and on time
- Provide user support, coaching/mentoring to end-users
- Maintain rapport with Customers by displaying a detailed understanding of their support requirements
- Contribute to continuous improvement and ongoing development of your own knowledge and skills
- Ensure that your own work is completed accurately, checking for mistakes and correcting them promptly
Education/Qualifications:
- ITIL Foundation (desirable)
- MCSA (desirable)
Key Experience/Skills:
- Previous experience working on a Service Desk (desirable)
- Previous knowledge/experience of using LANDesk (desirable)
- functional knowledge of privacy regulations in EMEA (eg GDPR) and security vulnerabilities
- A customer services background
- Excellent verbal and written communication skills
- Have an in-depth knowledge of Microsoft products including Office
- Excellent Customer Service skills
- High degree of multi-tasking
- Assertive, confident, positive and professional manner
- Ability to deal with potentially stressful situations
- Flexible and adaptable as the business demands
- Ability to work in a team as well as on own
- Excellent problem-solving skills
- Strong attention to detail in logging support calls, updating call details and managing call closure
- Ability to work under pressure
Please send me your CV for immediate consideration.
Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Modis International Ltd UK is an Equal Opportunities Employer.
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