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1st Line Support Engineer

Ref: BROADBEAN_202521575312099

on 02 December 2019
Location
Cork City
Contract Type
Contractor

We are currently looking for an IT Service Desk Analyst for a 9 months contract in Cork, Ireland.

Skills: support, troubleshoot, mcsa, networking, server, exchange, windows, deployment, call, kpi, tickets

Position: IT Service Desk Analyst

Location: Cork, Ireland

Duration: 9 Months

Start: 10 January 2020

Responsibility

  • Provide excellent Customer Service via the telephone, email and customer portal
  • Log all Incidents and Requests and keep all documentations updated
  • Using the impact and urgency matrix, ensure that all Incidents are assigned the appropriate SLA
  • Manage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate
  • Understand and proactively operate the escalations procedure defined in the Incident Management process
  • Carry out basic operational procedures and instructions so that tasks are completed accurately and on time
  • Provide user support, coaching/mentoring to end-users
  • Maintain rapport with Customers by displaying a detailed understanding of their support requirements
  • Contribute to continuous improvement and ongoing development of your own knowledge and skills
  • Ensure that your own work is completed accurately, checking for mistakes and correcting them promptly

Education/Qualifications:

  • ITIL Foundation (desirable)
  • MCSA (desirable)

Key Experience/Skills:

  • Previous experience working on a Service Desk (desirable)
  • Previous knowledge / experience of using LANDesk (desirable)
  • functional knowledge of privacy regulations in EMEA (e.g. GDPR) and security vulnerabilities
  • A customer services background
  • Excellent verbal and written communication skills
  • Have an in-depth knowledge of Microsoft products including Office 2010 - 2016
  • Excellent Customer Service skills
  • High degree of multi-tasking
  • Assertive, confident, positive and professional manner
  • Ability to deal with potentially stressful situations
  • Flexible and adaptable as the business demands
  • Ability to work in a team as well as on own
  • Excellent problem-solving skills
  • Strong attention to detail in logging support calls, updating call details and managing call closure
  • Ability to work under pressure

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Modis International Ltd UK is an Equal Opportunities Employer.

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