The IT Service Desk Analyst will be reporting to the European IT Service Desk Manager, this position will contribute to the smooth running of the IT Service Desk Support Team by providing IT service support across all jurisdictions, adhering to IT procedures and standards.
Key Responsibilities:
First point of contact for support from Global users via various channels (email, call or ticket)
Provide excellent customer service, with every interaction, striving to exceed client and business expectations
Take ownership of recorded Incidents and Service requests; tracking the progress and follow-up with the user to ensure they are satisfied with the resolution
Manage all support in accordance with the Service Desk processes and procedures as well as ensuring all service led measurements are met
Complete daily operational tasks as well as any ad-hoc support to setting up meeting rooms, both on and off site, for telephone/video conferencing
Provide Hardware and Software support, both locally and remotely for all Ogier Jurisdictions and escalate appropriately
Ensure that the IT Service Desk Manager is notified of any on-going faults and training related support calls across all jurisdictions
Liaise with the wider IT & Change Support Team regarding outstanding calls and managing customer expectations
Skills, Knowledge and Expertise:
A minimum of 2 years' experience in a similar role
Experience and understanding of Microsoft Office 365, Windows 11 and iOS Operating Systems
Proficient with or able to quickly learn to use a broad array of networking systems hardware/software
Self-motivated and able to work in a fast-paced environment with the ability to think and act independently
Ability to maintain a high standard of customer service within a busy Service Desk environment
Detailed analytical and problem-solving skills, with an interest in technology
Confident collaboration, communication, and interpersonal skills – the role involves engaging with our Ogier business users across all Jurisdictions and in a range of roles within the organisation, including IT SME's
Strong organizational skills with the ability to multi-task, manage time effectively, and handle tight deadlines with priorities
Commitment to on-going professional study and examinations is essential to succeed in this role
Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application
To be considered for this position apply today or call Vishnu Singh on 01 5252457. If you are interested in finding out more about the above role and would like to be considered for this or other suitable roles that we may have available for your skill set – please attach your CV via the link provided. Please submit your updated CV in Word Format. If you are living in Ireland and hold a VALID WORK PERMIT, we would love to hear from you, if however, you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search. Osborne are proud to be an Equal Opportunity Employer
