IT Service Analyst
Cork – with regular travel to our Dublin office, and occasional travel to our offices in the UK
Competitive salary & benefits
Who we are
At Baker Tilly, we work with a wide variety of clients across multiple industries and really get to grips with the inner workings of a company. This in-depth understanding allows us to offer new ways to help businesses fulfil their commercial potential.
Our culture is one of innovation and growth. We’re hungry to help businesses succeed and recognise that doing so will require creativity, individuality and flair. At Baker Tilly we want to uncover your potential. We nurture teams of talented individuals, enabling them to rise to new challenges.
Your responsibilities
Ensure that all the Service to your offices and customers is delivered in a customer centric manner that is also secure, efficient and cost-effective. The activities associated with this include:
1. Help our customers with questions and allow them to get the most out of our systems by resolving their issues so they can focus on what is important.
2. Provide high quality support to customers by email, phone and in person.
3. Record, update and resolve support tickets and service requests.
4. Identify and find solutions to problems.
5. Configure, distribute, maintain and dispose of IT equipment according to established processes.
6. Support the use of office IT equipment including meeting room technologies.
7. Resolve 1st and 2nd line application issues and manage the 3rd line support where necessary.
8. Deliver engaged training & awareness sessions to groups of customers.
9. Provide a point of escalation to ensure issues are managed efficiently and proactively, ensuring minimum impact on staff that use the IT Services.
10. Be the champion of IT in the region, ensuring that a positive message is given to all and dealing with any dissatisfaction in a professional and positive manner.
11. Build strong relationships with our IT Managed service providers ensuring that we work as one team in the interest of the customer.
12. Be considered, professional and objective always.
13. Ensure that the Service Documentation and Processes that support the services are up to date and have an accurate representation of the environment.
14. Actively contribute to knowledge and communications by producing new articles on a weekly basis.
Qualifications and skills
1. Experience in a customer facing IT role.
2. Experience supporting business applications.
3. Skilled in the creation and delivery of customer focused presentations and communications.
4. Experience working within an IT Managed Service environment.
5. A good general knowledge of end user technologies, e.g. PC’s, Audio Visual, Mobile Phones, Telephone systems.
6. Experience working with ITIL service and support processes.
7. Strong analytical and diagnostic skills for problem resolution and root cause analysis.
8. A broad understanding of technology and a good level of awareness of technical concepts.
9. Excellent knowledge of Microsoft products.
Qualifications:
1. ITIL Foundation (desirable).
2. Technical Certification such as CompTIA or equivalent (desirable).
Why join us
Over the last few years, we have won multiple industry awards such as National Firm of the Year, Tax Team of the Year, Graduate and Non-Graduate programme of the Year, Best Advisory Services and most recently the gold standard accreditation by Investors in People.
The offering
Genuine Work Life balance
Competitive salary package
Employee Recognition awards
Accredited Investor in People
New and improved programme for succession planning and supportive management structure to help you realise your potential
And more!
It's an exciting time to join the firm so take your next career step with us.
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