My client, a leading financial services firm in Dublin is actively looking for a Service Desk Analyst for a daily rate contract. 

Hybrid working is on offer. 

Job Purpose

The role is responsible for first line support to business users across Europe through webchat, online and phone channels. The Service Desk Analyst will manage incident recording, alerting, classification, investigation, resolution and assignment to second level teams, as well as the administration of the knowledge base management system.

Key Accountabilities

1. Perform incident management on supported products and services.
2. Provide first line support to business users via webchat, phone and online channels.
3. Perform triage, resolve incidents and respond to queries on PC’s, laptops, printers, mobile devices, and email and business applications.
4. Drive technical content and departmental procedures to the knowledge base.
5. Complete requests to install software and make changes to endpoint devices.
6. Adhere to agreed service levels and promote quality measures.
7. Maintain accurate records of incident and request progress and resolution.
8. Take responsibility for departmental functions or initiatives as directed.

Desired Knowledge / Experience / Skills

• At least 1 years’ experience in a related technical support role.
• IT, Computer Science or Business qualification.
• Excellent inter-personal skills.
• Good problem solving and troubleshooting skills.
• Good working knowledge of IT business technologies; networks, servers, Windows operating system, PC hardware, Microsoft 365, MS Office and major shrink wrap business applications.
• Experience of an ITSM ticketing tool such as ServiceNow.
• Motivated to deliver a first-class customer service.
• Handles challenges and difficult situations positively.
• Willingness to learn and develop new skills.
• Proven ability to self-manage and report on workload.

Behavioural Competencies

• Delivering Superior Customer Satisfaction
• Problem Solving & Decision Making
• Communication and Influencing
• Team Working and Cross Functional Collaboration

If you feel that this role is something that you would be interested in applying for then please send your up to date C.V and contact details through the portal provided.