Service Desk Analyst

at  DP World

DP World are currently recruiting for a Service Desk Analyst to join our fast-paced dynamic business based in Dublin . In this role you will provide comprehensive technical support and resolve issues related to technology-based products and services within the organization. This position plays a crucial role in maintaining operational efficiency by provisioning user accounts, resolving 1st level technical issues, deploying desktops and laptops, and performing minor hardware repairs.

YOUR KEY SKILLS

• Have a minimum of 3 years of hands-on experience in a role within a service desk or technical support environment.
• They should possess a strong technical background with proficiency in troubleshooting software and hardware issues.
• An ITIL certification is desirable but not essential
• Great attention to detail and the ability to follow documented processes and procedures.
• Exceptional verbal and written communication skills with the ability to update documentation.
• Excellent organizational skills and the ability to handle multiple tasks at one time.
• Able to work independently when required.
• Required to work weekends and holidays as needed.
• Bilingual (English plus German) skills would be advantageous.

• Provisioning of user accounts in Active Directory, MS Exchange, TEAMS and Unix.
• Resolve 1st level technical issues and work with other IT members to assist in resolving issues at higher levels.
• Deployment of PC desktops and laptops to include imaging, application installation and data transfers.
• Performs minor desktop hardware repair for PC equipment and peripherals that aren’t covered under warranty or by a 3rd party maintenance agreement.
• Log and track support calls and identify issues that require urgent attention and escalate them appropriately.
• Identify trends in support calls and notify the Service Desk of increasing trends and unusual or repeated activity.
• Handle all issues in a timely manner and ensure customer satisfaction.
• Document resolutions and update the knowledge base accordingly.
• Experience in the use of Jira service desk, system centre operations manager, SolarWinds Orion, SCCM; PRTG would be advantageous.