Service Desk Analyst

Ergo are currently seeking a Service Desk Analyst for a client based in Dublin’s city centre. This is a fully onsite position. The primary duty of this role is to provide first line technical support to internal staff. The ideal candidate will require an aptitude for working with various applications/systems to undertake analysis, diagnosis, and resolution of IT related issues.

What will you do?

• 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.
• Perform routine day-to-day system security checks/backups and produce up-to-date status reports.
• 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.
• Fulfil ad hoc duties as required.

What do you need?

• IT qualifications desirable
• Previous experience in a service desk role
• Great communication and interpersonal skills
• Appropriate level of competence in documented technical skills
• Microsoft Operating Systems
• Microsoft Applications
• Anti-Virus/spyware/malware applications
• Industry Standard Troubleshooting Procedures

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, showcasing our leadership in the industry.