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 ticketsProvide an excellent customer service experience to Davy employees and adhere to support procedures while respecting privacy regulations when handling sensitive dataManage and log all tickets from end users via several different channels: Telephone, Email, Ticketing system and In personEnsure full lifecycle of tickets is adhered toResolve 1st level support calls in accordance with Davy IS SLA with 100% of those calls completed within SLADetect trends & patterns in Incidents and report to relevant teamsIdentify P1/P2 issues and ensure communication to Davy employees is prioritizedIS Operational duties1st level desktop troubleshootingSoftware support for over 90+ applicationsEnsure relevant documentation is maintained and procedures are followed and shared within the team and with Davy employeesLiaise with third party vendors and log support callsComply with the Risk and Compliance frameworks, policies and procedures associated with the rolePlease note that there is a shift pattern in this role:
7:00am - 3:30pm9:00am - 5:30pm9:30am - 6:00pmAbout you We are looking for somebody who has the following background and skills:
Minimum of 1 year's practical experience providing support for Microsoft Windows 10 PCs in an Active Directory environment. This should include:Professional approachable mannerProactive at all times and identify changes and improvements to enhance customer serviceDesktop troubleshootingMicrosoft Office productsExchange administration (client side)Backup and Anti-Virus softwareFinancial software packagesMobile devices experienceAS400 knowledge and Microsoft Certification would be an advantageRelevant 3rd Level IT qualificationThe candidate must demonstrate: Working as a team player and on own initiativeBeing comfortable working well under pressureA can-do attitude and a willingness to provide an excellent customer service experienceExcellent multi-tasking and organisational skillsAttention to detailAptitude to consistently look to improve serviceA high level of interpersonal & communication skills to provide support in a professional mannerExcellent telephone and written communication skillsStrong troubleshooting skillsAn ability to follow established processes & procedures and define new ones when appropriate and requiredAbility to prioritise tasks and manage your time efficientlyDedicated and flexible work attitudeWhat 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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