Desk Support Analyst

Desk Support Analyst
  • Record, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution.
  • Provide first line technical support providing an initial assessment and troubleshooting of all inbound incidents and requests.
  • Manage resolution of issues efficiently and professionally. Escalate incidents to the appropriate second level support team and coordinate support for unresolved technical issues, following defined escalation procedures.
  • Provide on-time status and communication to employees regarding outstanding and resolving incidents.
  • Proactively increase the efficiency of the day to day operations by suggesting improvements regarding tools and processes.
  • Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives.
  • Communicate to management on high-impact technical incidents.
  • Follow Service Desk procedures, policies and processes diligently and accurately.
  • Provide back-up support for other team members, as required.
  • Any other project or tasks assigned by management

EDUCATION, EXPERIENCE & SKILLS:

  • Candidates will have an IT and/or Business qualification.
  • ¬†Candidates will have experience in an IT support and/or customer service environment for greater than 1 year.

Candidates will have:

  • Good problem solving skills
  • Excellent customer service skills
  • Excellent communication skills
  • Excellent time management skills
  • The ability to work within a team
  • The ability to work on own initiative
  • Willingness to work flexible hours

For further information contact Maria on 094 9029944 and email CV maria@arconrecruitment.com

Your Recruitment Consultant is Maria

Maria
Maria is a Senior Recruitment Consultant with Arcon Recruitment. Maria is responsible for developing relationships with new and existing companies and assisting them with all aspects of their recruitment requirements.