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!
#J-18808-Ljbffr