Service Desk Analyst

6 days ago

Cork, Ireland The Citco Group Limited Full time

Responsibilities Job Duties in Brief Receive and record all reported incidents and service requests from internal and external customers in the IT ticketing system. First line support providing an initial assessment of all incidents and requests Resolution of at least 85%of all incidents on first contact Routing of incidents to the resolution groups when they are not resolved during initial support. Escalation of all incidents when necessary / as per procedure Monitoring the status and progress toward resolution of all open incidents and requests Keeping affected customers informed about progress Resolution confirmation and closure of incidents Detecting potential trends and liaising with problem management where applicable Co-ordination of proactivemunications to the business Maintaining Knowledge Management Database Working on ad-hoc projects as assigned by your manager Qualifications About You 2 - 3 years of troubleshooting experience with hardware or software customer services Substantial experience in IT Support and customer service to customers. Excellentmunication and interpersonal skills - team collaboration Demonstrated analytical and problem management skills. Good broad technical understanding of hardware, software, applications, networks andmunications technologies. Demonstrate understanding of the role of the Service Desk. Time management - be able to set priorities when handling multiple cases Education BSc/MScputer Science or relevant area. Demonstratedmitment to service delivery, customer support and training. Desired skills and expertise ITIL Foundation Certificate. Experience in ITSM Products. Knowledge of the creation and maintenance of KB solutions. Ability to build relationships and work well across functions. Experience in a collaborative team environment, Job ID 300001224763510

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