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Service Desk Analyst

4 weeks ago

Shannon, Ireland JSS ASSOCIATES Full time

Service Desk Analyst:

For one of our globally leading tech clients, we are urgently looking for an experienced Service Desk Analyst for a long contract based in Shannon, Ireland.

It's paying well and my client can interview ASAP

Essential Duties and Responsibilities:

  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
  • Respond to telephone calls, email, instant messages, and assigned tickets from users; assign work orders/incidents to appropriate support teams and follow up until closure.
  • Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
  • Provide level 1 remote desktop support and perform other activities based on SOPs.
  • Perform user account management activities.
  • Escalate complex problems to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate, and prioritize customer problems and complaints.
  • May train users and operators on a limited basis and/or may write training procedures.
  • Participate in ongoing training and departmental development.
  • Routine maintenance updates with other IT staff and business units.
  • Provide all required documentation including standards, configurations.
  • Coordinate desktop changes to avoid deployment collisions.
  • Prepare requests for rollout.
  • Coordinate implementation process.
  • Keep track of requests and make sure they are implemented as planned.
  • Participate in incident handling concerning desktop changes.
  • Participate in projects concerning bigger desktop changes, for example, rollout of new antivirus.
  • Perform centralized remote/soft IMACs through Remote Desktop support tools.
  • Managing user accounts across applications running on various platforms like IBM AIX, Windows, Active Directory, etc.
  • Create and administer LAN accounts of the users.
  • Create and administer various shared resources e.g., Distribution Lists, Directories, etc.
  • Ensure that the customer has the appropriate access to the tools to support the business in an efficient way.
  • System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping.
  • Create LAN and/or E-mail accounts for the users and administer them.
  • Grant permissions on various network resources available to users.
  • Create and administer Global groups.
  • Create and modify exchange resources like Distribution Lists, Shared Email accounts, Shared Calendar, and Conference Rooms.
  • Create new Directories as per the customer guidelines and grant permissions on them.
  • Set up shares as per the client standards and grant permissions on them.
  • Create, modify, and delete user accounts on AIX.
  • Create, modify, and delete user accounts on AD and any other systems.
  • Perform development and maintenance of knowledge base for the User Account Maintenance Processes.
  • File share permissions and user access compliance verification.

Skills and Abilities:

The candidate must have the ability to successfully provide hardware/software/network problem analysis and resolution support over the phone and have hands-on work experience with Windows Operating systems, including Windows 7, Windows 2000, Win 8+, and Win 10, as well as knowledge of Active Directory and/or Office 365. Experience supporting Windows 2000, Windows 2003, Windows 2008, Windows 2012, and Exchange 2003/2007 is required.

Must be fully authorized to work in Ireland.

If this is you, then please do not delay in applying

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