Help Desk Analyst

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Job Description

Help Desk Analyst

My Client based in Letterkenny, provide a vast range of business and technology services and are seeking a Help Desk Analyst for an initial 11-month contract and will be responsible for the coordination and documentation of all items received into the desk. They will act as a single point of contact between the Service Desks, Support Groups / parties and the customer.

Responsibilities

  • Customer (Internal/External) Relationship Management as and if appropriate
  • Ensures customer satisfaction and optimum engagement relationships to build and maintain annuity business within the account
  • Deliver Critical Incident Management in line with the SLAs and deliverables – Incident Management process, through all stages if the incident lifecycle
  • Submission and Management of requests received
  • Customer Relationship Management as and if appropriate
  • Effectively manage Customer Service Level Agreements (SLA’s)
  • Deliver escalated Incident Management in line with agreed support expectations
  • Manage all critical incidents (Priority 1) for All applications through to resolution
  • Clearly identify and document at case resolution, immediate fix, root cause if known or next steps for investigation and preventative actions to be taken
  • Clearly identify and document knowledge
  • Identify operation Improvements
  • Effectively accesses internal resources to expedite solution-related activities or events
  • Ensure customer satisfaction and optimum engagement relationships to build and maintain business within the account

Qualifications, Skills & Experience

  • Helpdesk experience working in a technical support role Tier 1 and Tier Two
  • Degree or Certificate in I.T. or related discipline is preferred
  • ITIL certifications
  • At least 1 to 2 years’ experience with effective problem solving and acute attention to detail
  • Escalation point for the team for any major technical issues/trouble shoot complex issues

 

For further details please apply directly below.

Apply via LinkedIn
  • Salary:Negotiable
  • Location:Letterkenny
  • Type:Permanent
  • Category:Technology & IT
  • Ref.no:JO-2005-449769_2