Ergo are currently seeking a permanent Service Desk Analyst for a client based in Dublin's city centre whose primary duty is to provide first line technical support to internal staff.
This role is initially fully onsite during training and will then be 2-3 days per week onsite each week.
What will you do?
- Take full ownership of assigned support tickets, ensuring timely, professional, and satisfactory resolution.
- Adhere strictly to Service Level Agreements (SLAs) when handling customer queries and calls.
- Install, configure, and troubleshoot both hardware and software related to IT systems.
- Identify and report anomalies on customer sites by raising service tickets and initiating escalation procedures as needed.
- Conduct routine system security checks and backups, providing up-to-date status reports.
- Collaborate with technical teams to maintain system connectivity and compatibility.
- Maintain accurate records of hardware/software inventories, licensing, user access, and security protocols.
- Occasionally deliver technical training to customer system administrators and end users.
- Ensure the confidentiality of all processed, stored, or accessed information.
What do you need?
- IT qualifications desirable
- At least one years experience in a service desk role
- Great communication and interpersonal skills
- Experience with Microsoft Operating Systems
- Knowledge of Microsoft Applications
- Anti-Virus/spyware/malware applications
- Industry Standard Troubleshooting Procedures