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Enterprise Service Desk Analyst

Ergo Services Ltd

Dublin City Centre, Dublin

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JOB DETAILS
JOB TYPE
Full-time, Permanent
SKILLS
1st Level Support, Analysis Skills, Cisco Network Systems, Citrix Product Family, Cloud Applications, Computer Maintenance, Computer Security, Customer Support/Service, Customer Training, Hewlett-Packard Product Family, Identify Issues, Industry Standards, Information Systems/Technology IS/IT Administration, Information Technology Software, Licensing, Maintain Compliance, Management of Information Systems/Technology (MIS), Microsoft Office, Microsoft Product Family, Operating Systems, RMON, Record Keeping, Service Level Agreement (SLA), Software Administration, Status Reports, Systems Administration/Management, Technical Support, Technical Training
LOCATION
Dublin City Centre, Dublin
POSTED
3 days ago
Overview of Role
Ergo are currently seeking to recruit a Service Desk Analyst based in the city centre full-time. Assume full ownership and responsibility of all allocated support tickets, ensuring they are dealt with promptly and professionally and satisfactorily concluded. You will have experience in Microsoft Operating Systems, MS Office 365, Microsoft Applications, Anti-Virus/Spyware/Malware applications, Networking - TCP/IP - Switching - Fire walling and Industry Standard Troubleshooting Procedures. This will be a day's role but may need flexibility to do shift work if required. You will provide first line IT Support to our clients.
Role & Responsibilities:
  • Assume full ownership and responsibility of all allocated support tickets, ensuring they are dealt with promptly and professionally and satisfactorily concluded.
  • Ensure strict adherence to SLAs when dealing with customer tickets/calls.
  • Installing, configuring, and troubleshooting of IT related software and hardware.
  • Highlight any anomalies on our customer sites raising a service ticket and triggering escalation procedures.
  • Develop and maintain an in-depth technical knowledge of Ergo products, services, and solutions.
  • Perform routine day-to-day system security checks/backups and produce up-to-date status reports.
  • Work closely with the relevant stakeholders to ensure that the highest quality of technical support is always delivered to the customer.
  • Work with other technical staff to ensure connectivity and compatibility between systems.
  • Record and maintain hardware and software inventories, site and/or server licensing, user access and security.
  • Provide occasional technical training to customer's systems administrators and end users.
  • Maintain confidentiality with regards to the information being processed, stored, or accessed.
  • Monitor remote managed service applications.
  • Fulfil general duties as required.
Skills, Qualifications & Experience Required:
  • Microsoft Operating Systems
  • MS Office 365
  • Microsoft Applications
  • Anti-Virus/Spyware/Malware applications
  • Networking - TCP/IP - Switching - Fire walling.
  • Industry Standard Troubleshooting Procedures
  • IT qualifications desirable
  • Appropriate level of competence in documented technical skills
  • Industry standard accreditation is desired - Microsoft, Cisco, Citrix, and HP
Ability to work in Ireland:
  • Irish/European - Citizen (OR) Stamp 4 Visa holder.
About Us
As Ireland's largest IT Solutions Provider, with a growing global footprint, ergo has a depth of expertise
across managed services (IT & Hardware), cloud, applications & software services, IT Resourcing, and modern work. Our recent technology awards are a testament to our commitment to delivering top-notch IT solutions. These achievements highlight our team's dedication and expertise, displaying our leadership in the industry.

About the Company

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Ergo Services Ltd