Technical Analyst - Desktop Services Team

Sector: Technology
Area: IT Infrastructure
Ref: 3733
Location: Ireland
Job Type: Permanent – Full Time
Contact: Stephen Mitchel

You will have responsibility for hardware and software support services, maintaining customer satisfaction through problem resolution, Service Level Agreements (SLA) and being a recognised specialist of a localised technical team. The role involves exposure to other Technical Services technologies groups, and requires a solid understanding of how these interact together and the processes for delivery.   

  • Represent Technology to the user community to drive adoption of emerging solutions
  • Employ a proactive and energetic approach to both personal assignments and Team collaboration
  • Be a fully experienced employee able to handle more complex work or service provision.
  • Work without supervision to achieve agreed targets and goals.
  • Demonstrate specialist technical knowledge.
  • Act as an informal or formal point of reference for technical analyst skills within team.
  • Actively participate as a team member – share with colleagues knowledge, skills and experience of process, product, standards and systems.  Lead by example.
  • Operate at a departmental level
  • Provide a high level of customer service in all user interaction

Key Responsibilities

  • Liaise with Service Desk, Service Managers, International Technical teams and User Community to provide resolutions and customer support.
  • Troubleshoot hardware and software problems
  • Set-up and configure new systems and hardware upgrades
  • Maintain current environments and software policies
  • Ensure Service Level Agreements are met and maintained
  • Achieve high quality of service support to the business community

About you

Your Skills & Experience

  • IT experience, with proven technical support experience
  • Solid knowledge of desktop environments Windows 7 & 10 - Wyse / Citrix / Virtual Desktop as well as physical
  • MS Office and advanced MS software support (Office 365 desirable)
  • Packaged application delivery - SCCM knowledge advantageous
  • Mobile technology support including iOS (GOOD messaging and applications) and MS Surface
  • Voice and Video Conference support
  • Good knowledge of voice / network architectures
  • Reuters / Bloomberg experience
  • Industry Recognised Qualifications – MCDST, MCSE
  • ITIL foundation qualified
  • Customer-service focus, with a positive, ‘’can do’’ attitude
  • Initiative taker, results driven
  • Able to work under pressure and on tight deadlines
  • Organised with good attention to detail
  • Analytical and problem-solving skills
  • Excellent communicator
  • Flexible team player, comfortable in a multi-national environment