Job description
Job Description
Job Title: Service Desk Analyst - Remote
Contract/ Permanent: Permanent
Location: Dublin
Overview: Ergo is the largest privately-owned IT services provider in Ireland, headquartered in Dublin, with offices in Cork and Limerick as well as the UK and US. You will be joining an innovative company made up of over 500 passionate professionals from many different backgrounds. We serve more than 400 companies and over 250,000 end users across six continents so by working with Ergo, you will work at the leading edge of IT projects in Ireland and work at a company who has established a culture centred around a sense of community, empowerment and belonging.
Ergo are currently seeking to recruit a Service Desk Analyst for our client based in Dublin to provide first line IT Support with a good competency in Office 365. This is a permanent role and can be done remotely.
Ergo are currently seeking to recruit a Service Desk Analyst for our client based in Dublin to provide first line IT Support with a good competency in Office 365. This is a permanent role and can be done remotely.
Role & Responsibilities:
- Assume full ownership and responsibility of all allocated support tickets, ensuring they are dealt with promptly and professionally and satisfactorily concluded.
- Ensure strict adherence to SLAs when dealing with customer tickets/calls.
- Installing, configuring, and troubleshooting of IT related software and hardware.
- Highlight any anomalies on our customer sites raising a service ticket and triggering escalation procedures.
- Develop and maintain an in-depth technical knowledge of Ergo products, services, and solutions.
- Perform routine day-to-day system security checks/backups and produce up-to-date status reports.
- Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is always delivered to the customer.
- Work with other technical staff to ensure connectivity and compatibility between systems.
- Record and maintain hardware and software inventories, site and/or server licensing, user access and security.
- Provide occasional technical training to customer's systems administrators and end users.
- Maintain confidentiality with regards to the information being processed, stored, or accessed.
- Monitor remote managed service applications.
- Fulfil ad hoc duties as required.
Skills, Qualifications & Experience Required:
- Microsoft Operating Systems
- MS Office 365
- Microsoft Applications
- Anti-Virus/spyware/malware applications
- Networking - TCP/IP - Switching - Fire walling, etc.
- Industry Standard Troubleshooting Procedures
- IT qualifications desirable
- Appropriate level of competence in documented technical skills
- Industry standard accreditation's desired - Microsoft, Cisco, Citrix, and HP
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