Job Description The IT Operations Support Analyst works in the IT Service Desk team, where they support and maintain IT systems, providing efficient desktop and application support to all business users.
The team resolves IT-related faults quickly and efficiently in line with SLAs, handling a broad range of queries.
Key responsibilities include delivering effective IT support services to all clients, both onsite and remotely, ensuring incidents are resolved within SLA, completing installations in a timely and professional manner, and collaborating with customers and internal teams to maintain and deliver operational and service excellence.
Job Responsibilities ROLE AND RESPONSIBILITIES • Troubleshoot and resolve hardware and software problems • Provide initial customer support for custom line-of-business applications • Manage incidents using company standard tools and processes • Supporting and maintaining Windows environments • Supporting Office 365 client solutions • Escalation of IT issues within the team • Assisting users with new laptops and desktops • Installing authorised software • Asset Lifecycle Management INCIDENTS/PROBLEMS • Provide exceptional Service support to the business • Work to SLA thresholds for incident(s), request(s) and problem(s) • Contribute to polices, processes and procedures.
• Establishing a good working relationship with the business and customers • Install, maintain and support new applications.
• Keep up to date with advancements in technology • Providing support for mobile devices • Providing support for printing • Perform any other reasonable duties consistent with the role as required.
Qualifications QUALIFICATIONS AND EDUCATION REQUIREMENTS Mandatory: • Secondary School level qualification Desirable • ITIL Certified • MSCA • Some post-18 education (Third Level Qualification) KNOWLEDGE MANDATORY: • 1+ years working within a technical services support desk • Experience supporting O365 suite • Understanding of ITIL framework • Experience supporting corporate Microsoft Windows environments DESIRABLE • Previous experience using helpdesk applications • Active Directory administration • Knowledge of Exchange administration • O365 administration • TCP/IP network and general WAN/ LAN trouble shooting • Knowledge of MacOS, Linux, iOS/iPadOS/Android SKILLS AND BEHAVIOURS • High Standard of Incident and Problem management • Good organisational, time management and prioritisation skills • Strong written and verbal skills and the ability to produce clear and accurate documentation • The ability to communicate confidently and clearly to customers both face to face and over the telephone including at senior business level.
• Works within the team and assists others, where required, to achieve a com-mon goal • Holds one's self accountable for performance standards and demonstrates and champions behaviours in line with the service delivery strategy • Has excellent attention to detail • Remains calm and clear headed under pressure • Proactive approach to work and to continuous improvement • Listens to and is open to ideas and suggestions from others • Use initiative to ensure that high importance deadlines and SLAs are met • Takes every opportunity to go the extra mile for the company • Always willing to cooperate and assist • Understands impact of own behaviour and language on others and modifies as appropriate • Willingness to travel as required to other company sites for the purpose of on-site support
