Service Desk Analyst

Agio; Belfast; Remote; GBP 30,000 - 50,000; Full time

Job summary

An innovative and growing IT company is seeking a Service Desk Analyst to be the first line of contact for clients. This role offers an exciting opportunity to work in a dynamic environment, where you'll manage service requests, provide exceptional customer service, and contribute to process improvements. You'll gain hands-on experience with cutting-edge technologies while being part of a multicultural team that values professional growth and work-life balance. Join us to make a significant impact in a supportive and collaborative culture!

Benefits

Comprehensive health benefits

Uncapped vacation time

Training and growth opportunities

Social events

Paid volunteer time off

Parental leave policy

Qualifications

• Passion for delivering outstanding client service in a fast-paced environment.
• Strong verbal and written communication skills.

Responsibilities

• Manage and own customer catalog requests for timely fulfillment.
• Provide exceptional communication ensuring a high-quality customer experience.
• Handle a high volume of tickets while maintaining service excellence.

Skills

Customer Service

Communication Skills

Troubleshooting

Analytical Skills

Technical Proficiency

Education

2+ years in IT support

Tools

ServiceNow

Microsoft Windows

macOS

M365

O365

Microsoft Entra ID

VPN

Active Directory

Job description

We have team members in the US, UK, Canada, India and the Philippines. Our family forward mentality and work-life balance focus empower our employees to live their best life at Agio.

WE OFFER

• Competitive salary
• Comprehensive health benefits including vision, dental, disability, life insurance, and more with immediate coverage
• An inclusive and extended parental leave policy
• Uncapped vacation time off
• 9 paid holidays
• 10 paid sick days
• 32 hours of paid volunteer time off
• Training and growth opportunities
• A multicultural and diverse team
• A supportive work environment
• Social events
• Agio swag
• And more

RELEVANCE AND IMPACT

The Service Desk Analyst is the first line of contact with our clients. Your ability to communicate clearly and to stay cool under pressure is essential while either assisting our clients directly or escalating to the correct team. Attention to detail, technical aptitude, and the ability to roll with changes will help you be successful in the different environments you will need to be comfortable moving around in.

• Hours of work: Overnight shift: Monday-Friday, 9:00pm-6:00am GMT/BST
• This role is remote but onboarding will be done on-site.
• This candidate must reside in Northern Ireland.

Why Join Agio?

• Be part of an innovative and growing team in a dynamic IT environment.
• Gain hands-on experience with cutting-edge technologies.
• Work in a collaborative culture that values professional growth and continuous learning.
• Competitive salary and benefits package.

If you are a passionate IT professional with a commitment to customer service and technical excellence, we encourage you to apply today!

Key Responsibilities

• Service Request Fulfillment:Manage and own customer catalog requests, ensuring timely and accurate fulfillment, including user and device onboarding/offboarding, access control, and conditional access policy application.
• Customer Service:Provide exceptional verbal and written communication, ensuring a high-quality customer experience. Maintain a professional and friendly demeanor.
• Efficiency & Accuracy:Complete at least 90% of service requests within defined SLAs, ensuring extreme attention to detail and accuracy.
• Issue Escalation:Identify and escalate complex issues to Engineering support teams as necessary.
• Ownership & Resolution:Take full ownership of cases, following up with end-users until a confirmed resolution is achieved.
• Automation & Efficiency:Assist with automation of repetitive tasks and suggest process improvements.
• Knowledge Base Contribution:Document support solutions and client environments to maintain a clear and up-to-date knowledge base.
• High Volume Ticket Management:Handle a high volume of tickets, prioritizing tasks based on SLA requirements while maintaining service excellence.
• Phone Support:Be available for phone support as needed, ensuring prompt and effective assistance to clients.

Requirements & Qualifications

• Client Experience:Passion for delivering outstanding client service in a fast-paced and evolving environment.
• Communication Skills:Strong verbal and written communication skills, with a confident and friendly phone presence.
• Technical Proficiency:
• 2+ years of experience in IT support, specializing in Microsoft Windows, macOS, Mobile Device Management, M365, O365, Microsoft Entra ID, VPN, and mobile devices.
• Strong troubleshooting skills with experience in DNS, DHCP, Microsoft Intune, Active Directory, and Group Policy management.
• Analytical Skills:Ability to diagnose and resolve end-user issues, including hardware, software, and network connectivity problems.
• Ticketing Systems:Experience with IT ticketing platforms (e.g., ServiceNow) and remote support tools.
• Team Collaboration:Proactive and team-oriented with the confidence to share insights and improvements. Ability to remain "Cool Under Pressure."
• Hybrid Work Environment:Ability to work in a hybrid setup, with 2-3 days per week in the office.
• For overnight and weekend roles, flexibility on in-office requirements is available, with an expectation to be in-office as the team grows.
• During onboarding, candidates must be available for some business hours/in-office days.