Description
TGC World looking accepting profiles for the below requirement.
Service Desk Analyst
Package offered: 30K Euro per annum
Location: Dublin, Ireland
Job Description for the Position:
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer's end users
- Route problems to internal 2nd and 3rd level IT support staff
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's
- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Troubleshoot client software and basic network connectivity problems
- May train users and operators on a limited basis and/or may write training procedures
- Create all required documentation including standards, configurations and diagrams
- System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping;
Create NT and/or E-mail account for the users and administer them
Grant permissions on various network resources available to users
Creation and administration of Global groups
Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms
Creation of New Directories as per the customer guidelines and grant permissions on them
Creation, modification and deletion of user accounts
- Perform development and maintenance of knowledge Base for the User Account Maintenance Processes
- Coordinate desktop changes to avoid deployment collisions
- Prepare requests for rollout
- Prioritize change requests
- Create rollout plans for Service/changes requests
Technical Requirements
- Technical helpdesk or technical call centre experience is necessary.
- Hands-on work experience with the following;
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008
Knowledge of Active Directory
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (eg Explorer, Chrome, Firefox)
VPN and remote dial-in users
Support for laptop, desktops, PDA and blackberry support
- Understand of ITIL processes
- Have some level of technical understanding of the products building up a desktop service.
- Meeting rooms AV equipment assistance
- Avaya phone system support