Service Desk Analyst

Job Title:
Service Desk Analyst

Business Unit:
Managed Services
Business Unit – Support Division

Report to: Service Desk Team Lead

Location: Ergo office / Field

Overview of Role:

Ergo is the largest privately-owned IT services provider in Ireland, headquartered in Dublin with offices in Cork and Limerick as well as the UK and US. You will be joining an innovative company made up of over 500 passionate professionals from many different backgrounds. We serve more than 400 companies and over 250,000 end users across six continents so by working with Ergo, you will work at the leading edge of IT projects in Ireland and work at a company who has established a culture centred around a sense of community, empowerment and belonging.

Ergo are currently seeking to recruit a Service Desk Analyst based in the city centre full-time. 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.

What you can expect to be doing

Provide first line technical support to internal staff and to our Global external client base

Assume full ownership and responsibility of all allocated support cases ensuring they are dealt with promptly and professionally and satisfactorily concluded

Installing, configuring and troubleshooting of IT related software and hardware

Highlight any anomalies on our customer sites raising a service ticket and escalate using the correct escalation procedures

Develop and maintain an in-depth technical knowledge of Ergo products, services and solutions

Perform routine day to day system checks.

Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer always

Work with other technical staff to ensure Service Levels are achieved and maintained across our client base

Document relevant technical information in our One Note library & ITSM tool including site schematics, system problems, problem resolution and knowledge base content

Record and maintain hardware and software inventories, site and/or server licensing and user access and security

May be required to provide technical training to customers - systems administration and end user

Maintain confidentiality with regards to the information being processed, stored or accessed

Monitor Remote Managed Service Application

Other ad hoc duties as required

About You

You have excellent communication skills and telephone manner

You have experience in building and nurturing relationships with customers

You are a good listener

You are calm & poised under pressure

You are resourceful - if you don’t know the answer, you’ll find it or better yet, craft it yourself and share it

You are committed to your own professional development and demonstrate a growth mindset. You are currently studying or passed an MTA/MSCA exam

You have experience with the Microsoft operating system and applications 

The Nitty Gritty Requirements

1+ years’ work experience desirable

You will be part of the Global Service Desk 24*7 rota

You have some formal IT training