Technical Support Analyst Intern

at  Dublin Business School

Job Title:
Technical Support Analyst Intern
Department:
IR0010 Information Technology
Reporting to:
IT Services Manager
The purpose of the Technical Support Analyst role is to assist in the daily support and maintenance of all IT infrastructure within Dublin Business School and Kaplan. You will provide a first-line response for users requiring assistance with IT support issues, requests and problems and ensure they are resolved within the specified service level agreement.

Essential Responsibilities/Duties

• To provide 1st Level IT support to staff and students.
• Responding to and troubleshooting any IT issues raised via the phone and Services Desk Management system in a timely and effective manner.
• Accurately recording all tickets raised via the Service Desk support line.
• Tracking and researching tickets from creation to resolution.
• Providing remote desktop support for all staff and students and attending all classroom callouts for lecturers during lectures.
• Escalating more involved problems to the appropriate 2nd and 3rd Level Support teams.
• Acting as a liaison between staff and students and technical escalation teams.
• Updating the internal knowledge base and/or communicating resolutions with relevant staff business units.
• To administer all users’ accounts, groups and email addresses.
• Updating of IT-related PCs and systems as required.
• Liaise with third-party support organisations for repairs and replacements.
• Prioritise daily/weekly/monthly work in accordance with small projects and daily support required by the business.
• To perform ad-hoc tasks and projects as required.
• To participate in a shift rota operating between 8.00am and 8.30pm Monday to Friday and possibly weekend work between 9-5pm.

Personal Attributes

• Strong knowledge of customer care techniques and processes.
• Excellent communication skills, both written and verbal, and to be able to communicate with staff at all levels plus students.
• Excellent analytical and listening skills.
• To be able to demonstrate a keen sense of customer awareness.
• The ability to work as part of a team, to tight deadlines and in busy periods.
• Flexibility to work extended hours.

Knowledge and Experience

• Familiarity with service desk systems and tools.
• 1-2 years experience in supporting Microsoft Windows operating systems.
• Experience with Windows and Exchange is desirable.
• Extensive application support experience with Microsoft Office.
• Experience with Citrix VDI or any virtual environments is desirable, and an understanding of how these environments work is essential.
• Working Knowledge of a range of diagnostic utilities.
• Knowledge of and experience working with Professional Accountancy Institute examination systems and platforms example, ACCA, CIMA, and Pearson Vue.

Benefits at DBS:

Compensation on offer is €15 per hour

• 24 days of annual leave entitlement
• Life Assurance & Disability
• VHI Group Scheme
• Free places on all internal courses also discounts for family members
• Tax Saver Travel Tickets
• Cycle to Work
• Excellent Sports and Social Club
• Volunteering Time
• Employee Assistance Programme

All appointments are subject to passing Garda Vetting and providing proof of eligibility to work in Ireland on a full time basis (upon being invited to interview).
Please refer to our privacy policy which can be found on our DBS website
This job description is a guide to the work the post holder will initially be required to undertake. It may be amended from time to time to meet changing circumstances by mutual agreement. It is expected that the post-holder and their manager will review the job description regularly.
Position Type:
Part time
Contract Type:
Fixed Term Contract (Fixed Term)
Pay Frequency:
Hourly
Location:
Dublin, Ireland
Job Functional Area:
Technical Support/Customer Service
All appointments are subject to providing proof of eligibility to work in Ireland on full time basis (upon being invited to interview). Please refer to our privacy policy here:
DBS Privacy Notice for Candidates
.
This job description is a guide to the work the post holder will initially be required to undertake. It may be amended from time to time to meet changing circumstances by mutual agreement. It is expected that the job description will be reviewed regularly by the post-holder and their manager.
DBS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you require any adjustments or additional support within the recruitment process, please contact us directly

• To provide 1st Level IT support to staff and students.
• Responding to and troubleshooting any IT issues raised via the phone and Services Desk Management system in a timely and effective manner.
• Accurately recording all tickets raised via the Service Desk support line.
• Tracking and researching tickets from creation to resolution.
• Providing remote desktop support for all staff and students and attending all classroom callouts for lecturers during lectures.
• Escalating more involved problems to the appropriate 2nd and 3rd Level Support teams.
• Acting as a liaison between staff and students and technical escalation teams.
• Updating the internal knowledge base and/or communicating resolutions with relevant staff business units.
• To administer all users’ accounts, groups and email addresses.
• Updating of IT-related PCs and systems as required.
• Liaise with third-party support organisations for repairs and replacements.
• Prioritise daily/weekly/monthly work in accordance with small projects and daily support required by the business.
• To perform ad-hoc tasks and projects as required.
• To participate in a shift rota operating between 8.00am and 8.30pm Monday to Friday and possibly weekend work between 9-5pm