Service Desk Analyst Level 1

3 weeks ago

Dublin, Dublin City, Ireland Davy Group Full time

About us

From day one, you'll notice there is something special about working at Davy. Our success is built on nearly 100 years of forging strong relationships with our clients and developing the careers of Ireland's future business leaders.

Established in 1926, the Davy Group sits at the heart of wealth and capital in Ireland, providing a broad range of services to high-net-worth individuals, self-directed investors, small-to-medium enterprises, credit unions, corporations, and domestic & international institutional investors.

Our culture is shaped around three values, which are at the heart of everything we do: client success, one Davy, and building a proud legacy. Sharing the same goals, we work together to deliver exceptional outcomes for our clients. As part of a team of over 900, you will be encouraged to learn and to grow, both professionally and personally.

About the role

An exciting opportunity has opened up in the Information Systems department as a Service Desk Analyst. In this role you will be responsible for providing a high level of IT Operational tasks & Desktop support (software & hardware) to all Davy personnel in head office and remote offices and ensuring that all Operational tasks, Incidents & Service Requests are dealt with in a professional manner and in the timeframe specified in the Davy IS SLA. The successful candidate will:

  • Be the first point of contact for all Incident and Service Request tickets
  • Provide an excellent customer service experience to Davy employees and adhere to support procedures while respecting privacy regulations when handling sensitive data
  • Manage and logging all tickets from end users via several different channels: Telephone, Email, Ticketing system and In person
  • Ensure full lifecycle of tickets is adhered too
  • Resolve of 1st level support calls in accordance with Davy IS SLA with 100% of those calls completed within SLA
  • Detect trends & patterns in Incidents and report to relevant teams
  • Identify P1/P2 issues and ensuring communication to Davy employees is prioritised
  • IS Operational duties
  • 1st level desktop troubleshooting
  • Software support for over 90+ applications
  • Ensure relevant documentation is maintained and procedures are followed and shared within the team and with Davy employees
  • Liaise with third party vendors and logging support calls
  • Comply with the Risk and Compliance frameworks, policies and procedures associated with the role

Please note that there is a shift pattern in this role:

  • 7:00am - 3:30pm
  • 9:00am - 5:30pm
  • 9:30am - 6:00pm

About you

We are looking for somebody who has the following background and skills:

  • Minimum of 1 year's practical experiencing providing support for Microsoft Windows 10 PC's in an Active Directory environment. This should include:
  • Professional approachable manner
  • Proactive at all times and identify changes and improvements to enhance customer service
  • Desktop troubleshooting
  • Microsoft Office products
  • Exchange administration (client side)
  • Back up and Anti-Virus software
  • Financial software packages
  • Mobile devices experience
  • AS400 knowledge and Microsoft Certification would be an advantage
  • Relevant 3rd Level IT qualification

The candidate must demonstrate:

  • Working as a team player and on own initiative
  • Being comfortable working well under pressure
  • A can do attitude and a willingness to provide an excellent customer service experience
  • Be driven and work well under pressure
  • Excellent multi-tasking and organisational skills
  • Ability to work on own initiative
  • Attention to detail
  • Aptitude to consistently look to improve service
  • A high level of interpersonal & communication skills to provide support in a professional manner
  • Excellent telephone and written communication skills
  • Strong troubleshooting skills
  • An ability to follow established processes & procedures and define new ones when appropriate and required
  • Ability to prioritise tasks and manage your time efficiently
  • Dedicated and flexible work attitude

What we offer

We offer a range of benefits and experiences to support your professional and personal growth, whatever your career stage. Our benefits are not just a number. Yes, we offer competitive salary, annual performance-related discretionary bonus, annual flexible benefits, employer pension contribution, and multiple insurance coverage. But more than that, we focus on developing our people to be their best, professionally and personally.

Training support provided by award-winning Learning & Development Team, extensive sports & social programmes (including free on-site gym & fitness studio), flexible working options, employee assistance programme, enhanced leave options, and social & community care initiatives are just some of the ways our people can empower themselves to be their best.

Important Information

Davy is an equal opportunities employer and we are committed to fostering an inclusive workplace. We value diversity both in background and in experience. You might not meet all of the requirements outlined in the above job description, but we would still like to hear from you. We review all applications received.

Appointment to this role is subject to the candidate's eligibility to work in Ireland.

Where agency assistance is required, our Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to us by recruitment agencies will not be accepted for this role.

Davy Group is a member of the Bank of Ireland Group.


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