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Service Desk Analyst in Dublin Ireland
Eingestellt von SEC Recruitment Ltd
Gesuchte Skills: Support, Network, Vpn, Vista
Projektbeschreibung
Service Desk Analyst
based in Dublin Ireland
6 month contract
130 euros per day
1.PURPOSE OF THE JOB:
*Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer's end users
*Route problems to internal 2nd and 3rd level IT support staff.
*Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
*Administer and provide User account provisioning.
*Use the Incident Management System to document and manage incidents and work requests and their respective resolutions.
2.PRINCIPAL ACCOUNTABILITIES
*To provide 1st line technical support; answering support queries via phone, email and chat services.
*Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
*Work closely with IT support staff to obtain technical knowledge and to permanently solve chronic problems.
*To maintain a high degree of customer service for all support queries and adhere to all service management principles.
*Resolve a high percentage of calls at first point of contact through the use of the knowledge base and raise incidents/tickets to escalate problems to second level support areas as appropriate.
*To take ownership of user problems and be proactive when dealing with user issues.
*Knowledge retention - actively participate in documentation of technical procedures.
*Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
*Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
*Follow defined staffing schedule.
*Ensure all the KPI's are met through following standard processes and procedures.
3.KNOWLEDGE, SKILLS & EXPERIENCE
*help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
*Phone support experience necessary.
*ITIL knowledge of V2 or V3. Especially on Service Desk, Incident, Problem, and Change Management
*Technical helpdesk experience is necessary.
*Disciplined, systematic problem solving skills required.
*Hands-on work experience with the following:
*Windows Operating systems
*Clients: Windows7, Windows Vista, Windows XP
*Servers: Windows 2003, Windows 2008,
*Knowledge of Active Directory, Exchange 2003/2007
*ITSM ticketing tools Remedy or any industry equivalent SRM tool
*User account creation for Active Directory, Exchange Mailboxes, Distribution lists
*Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
*MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
*Internet browsers (eg Explorer, Chrome, Firefox).
*VPN and remote dial-in users
*Support for laptop, desktops, and printers
*PDA and blackberry support
*Others: Adobe Acrobat and other common desktop applications like Winzip, etc
7.LANGUAGES
*English
based in Dublin Ireland
6 month contract
130 euros per day
1.PURPOSE OF THE JOB:
*Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer's end users
*Route problems to internal 2nd and 3rd level IT support staff.
*Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
*Administer and provide User account provisioning.
*Use the Incident Management System to document and manage incidents and work requests and their respective resolutions.
2.PRINCIPAL ACCOUNTABILITIES
*To provide 1st line technical support; answering support queries via phone, email and chat services.
*Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
*Work closely with IT support staff to obtain technical knowledge and to permanently solve chronic problems.
*To maintain a high degree of customer service for all support queries and adhere to all service management principles.
*Resolve a high percentage of calls at first point of contact through the use of the knowledge base and raise incidents/tickets to escalate problems to second level support areas as appropriate.
*To take ownership of user problems and be proactive when dealing with user issues.
*Knowledge retention - actively participate in documentation of technical procedures.
*Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
*Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
*Follow defined staffing schedule.
*Ensure all the KPI's are met through following standard processes and procedures.
3.KNOWLEDGE, SKILLS & EXPERIENCE
*help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
*Phone support experience necessary.
*ITIL knowledge of V2 or V3. Especially on Service Desk, Incident, Problem, and Change Management
*Technical helpdesk experience is necessary.
*Disciplined, systematic problem solving skills required.
*Hands-on work experience with the following:
*Windows Operating systems
*Clients: Windows7, Windows Vista, Windows XP
*Servers: Windows 2003, Windows 2008,
*Knowledge of Active Directory, Exchange 2003/2007
*ITSM ticketing tools Remedy or any industry equivalent SRM tool
*User account creation for Active Directory, Exchange Mailboxes, Distribution lists
*Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
*MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
*Internet browsers (eg Explorer, Chrome, Firefox).
*VPN and remote dial-in users
*Support for laptop, desktops, and printers
*PDA and blackberry support
*Others: Adobe Acrobat and other common desktop applications like Winzip, etc
7.LANGUAGES
*English
Projektdetails
Geforderte Qualifikationen
-
Kategorie:
IT Entwicklung, Sonstiges