SKBiotek Ireland have an exciting opportunity for a self-driven, motivated and enthusiastic individual to join the IT Services Team in the capacity of IT Service Desk Analyst based in our Swords Manufacturing site.
Main Responsibilities:
- Log incoming support requests from end users via both telephone and e-mail in Freshservice
- Answering of general telephone calls, redirecting them to the relevant person
- Prioritise and schedule problems. Escalate problems (when required)
- Document all pertinent end user identification information, including name, contact information, and nature of problem or issue
- Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Build rapport and elicit problem details from customers
- Apply diagnostic utilities to aid in troubleshooting
- Access knowledge bases, and frequently asked questions resources on the Extranet / Internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organisation
- Perform post-resolution follow-ups to support requests
- Setting up new user profile accounts and disabling them when they leave
- Hardware installation (e.g. additional memory, or monitors, mice, keyboards, printers and consumables within head office)
Desirable skills and experience:
- Maintain an active interest and keep skills up to date on Windows 10, O365
- Have a strong customer facing skillset and ability to build rapport
- Coordinate professional and timely responses to IT issues and requests acting as 1st tier support by using initiative to provide business solutions, ensuring effective communication of status and progress to all employees in line with agreed SLA's
- Allocation of call tickets to colleagues and 3rd party partners and escalations to management team in accordance with defined processes
- Active Directory User management
- 1st line Support / Desktop Support / Service Desk / Helpdesk Support
- Mail Support / 365 / Connectivity to Outlook / Exchange Online
- Microsoft Windows 10
- Handheld Device Support – iPhone and Android
- Microsoft Office 2016, 2019, Office 365