JOB PURPOSE:
IT 1st Line Support Analyst are responsible for the provision of FPOC support services on CRH business systems and services.
Principal Tasks And Responsibilities
Support Services
- Be a first point of escalation from the 1st line team with any queries and issue.
- Help monitor the service desk and manage tickets levels as required.
- Ensure ticket levels are kept similar levels.
- Escalate problem tickets to a higher level if required.
- Look for trends with re-occurring issues.
Administration
- Basic administration of the following systems
- Service Desk Management tool
- Desktop & Device Management tool
- AV Technologies
- Active Directory
- Office 365
- Remote Desktop Services
- MDM Support (Intune)
KEY RESULT AREAS
- Providing support, configuration and maintenance on CRH’s devices and services, by becoming an expert on the use of all aspects of these systems.
- Delivering support to existing business users and investigating and resolving faults.
- Working with colleagues in identifying and proposing system changes, better uses, enhancements and developments and liaising with appropriate vendors, users and the IT Team.
Skills/Experience
Professional/Academic/ Vocational Qualifications
- Ideally educated to S/NVQ for Information/ Communication Technology, or sound experience in a comparable role.
- Worked on a 1st/2nd line Service Desk
- Degree level qualification
- ITIL v3 Foundation
Specific Knowledge
- Experience of supporting enterprise desktop estates (Windows 10)
- Administration of Windows Desktop (GPO & Remote management)
- Ticket handling knowledge
- Experience of supporting iOS and Android devices
Specific Skills
- Ability to learn fast and take ownership of issues to completion.
- A good technical base of understanding and decision making.
- Queue handling ability
- People skills
- Event and Log analysis experience.
- Good telephone manner, customer care, communication skills
Demonstrated Behaviours
- Excellent verbal and written communication skills
- Pragmatic and flexible approach
- Can-do attitude
- Excellent interpersonal skills
- Information acquisition