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We are looking to recruit an IT Helpdesk Analyst to provide a first-class front line service to colleagues on network, application and device support, ensuring efficient and effective resolution of calls within agreed service levels.
Based at our Shannon Way office, you’ll be handling calls raised via the self-service portal and over the telephone, plus the occasional walk-in's to the service desk, reassuring colleagues, finding solutions and ensuring a great customer service.
You’ll need to resolve incidents and service requests within published SLA’s, ensuring all calls are captured correctly and to the right quality ensuring established processes are followed and records are kept up to date.
In order to improve the service you update Standard Operating Procedures and Knowledge, searching for ways to improve the services we deliver by thinking creatively and sharing good practice with colleagues. You will support and encourage the team at other locations to help meet their support goals.
You will visit customer desks on-site and at other offices where required to resolve an issue, configuring IT equipment and providing instructions on the use of ICT devices and actively promote the service desk and ICT self service area in all forms of interaction. You will offer our colleagues a fantastic, simple and efficient service
As IT Helpdesk Analyst, you will have:
some knowledge of IT Infrastructure would be beneficial but not essential as training will be given as required
Active Directory / Exchange Management Console experience
Understanding of Incident/Problem/ Change Management and Configuration Management processes – preferably to ITIL V4 Foundation standard (opportunity to train where required)
Quick thinker, problem solver and very adaptable to change
Hours are 37.5 per week to be worked on a rota basis between the hours of 8am - 6pmNB: We may close this advert early should we receive suitable applications, therefore we encourage an early application
Closing date for applications is Tuesday 7th February, with interviews taking place throughout the application window