Service Desk Analyst

Recruitment Partnership Ireland; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A local IT support company in Belfast is seeking a 1st line Service Desk Analyst to provide technical support and ensure a smooth operation for users. Responsibilities include recording incidents, troubleshooting IT issues, and managing new staff onboarding. Candidates should have experience in IT support and excellent customer service skills.

Qualifications

• Experience working as a 1st line Service Desk Analyst.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong commitment to excellent customer service.

Responsibilities

• Provide 1st line support via phone, e-mail, and deskside support.
• Record all incidents and requests in the ITSM platform.
• Engage with users to build relationships and ensure IT is working as expected.

Skills

1st line Service Desk experience

Basic understanding of Citrix Administration

Basic understanding of Office365

Knowledge of ITSM Ticketing platforms

Active Directory Administration

Strong organizational skills

Soft skills for excellent customer service

Tools

Citrix Administration

Office365

ITSM Ticketing platforms

Active Directory

Microsoft Teams Room

Intune

Job description

Overview

Belfast, Northern Ireland, United Kingdom

Position details: Full time, Onsite. Location: Belfast, UK.

Responsibilities

• 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.
• Strong commitment to excellent customer service
• Excellent Team collaboration
• Willingness to learn and continually develop
• Experience working in an ITIL environment is an advantage
• Location: Belfast, UK