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Global Service Desk Analyst

Job Type: Permanent Location: Dublin South
Salary: Negotiable Contact: Anet Burke

My client is looking for Global Service Desk Analyst professionals with 2+ years experience to join their team.

Job Specification

  • Provide comprehensive first-tier phone support for the efficient resolution of Incidents and Service Requests.
  • Accurately assesses and records problems in the problem management tool.
  • Resolve issues utilising excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment.
  • Manage and prioritize multiple incoming priorities effectively by understanding user needs and meeting service level requirements.
  • Identify potential system problems and escalate for resolution.
  • Work with users in establishing the appropriate expectation and response time.
  • Further develop technical aptitude and customer service knowledge, skills, and abilities.
  • Take ownership of all user interactions Provide timely feedback users via phone and e-mail.
  • Displays a solid knowledge of major desktop software applications and basic networking concepts.
  • Able to speak at an appropriate technical and business level for the audience.
  • May participate in some projects and virtual teams.

Person Specification

  • Professional certification (e.g. Microsoft MSCA or equivalent)
  • ITIL foundation (version 3) desirable.
  • Good Technical skills: Capable of learning, understanding and communicating technical information.
  • 2 years experience minimum.
  • Good knowledge of Microsoft OS: XP/Win 7, Microsoft Office Suites, VPN & Remote Access, Networks, Hardware: Desktops, laptops, Printers, Smartphone's (Blackberry, Android, Windows, iPhone, etc.)
  • Experience in a technology support organisation is preferred.
  • Prior customer service experience preferred.
  • Prior call centre experience preferred.
  • Ability to work effectively as part of a multi-disciplined technical team.
  • Be able to work to timescales and deadlines as required.
  • Good organisational skills and the ability to multi-task.
  • Sound technical knowledge and the ability to solve problems.
  • Good interpersonal and communication skills.
  • Professional, open, honest and a clear communicator.
  • Enthusiastic learner, recognising the need to experience a broad range of service provision before taking on sole accountability for systems and services.
  • Commitment to providing excellent service to the company users customers.
  • Proactive and responsible individual.
  • Open, honest & reliable.

For a confidential discussion around this position or other opportunities please contact Anet Burke on 01 210 1010 or email your cv in strictest confidence to