Service Desk Support

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Location: Dublin

Salary: EUR140 per day (Day Rate Contract)

Contract Type: 8 - 9 Months

SERVICE DESK SUPPORT

Alternative Titles: IT Support, Support Analyst, Technical Support, Technical Support, IT Admin, Deskside Support, Helpdesk Support

Our client a leading Telecommunications organisation is looking for a Service Desk Support Agent to join their team based in the west of Dublin.

The Service Desk Analyst will work within a process driven, ITIL environment, primarily responsible for Incident Management and the various tasks related to the monitoring and support of Data Centre operations mainly for external customers whose equipment and applications are based in the Data Centre

The Service Desk is the single point of contact "SPOC" for customers/technical staff and management, identifying and where necessary escalating all issues/alerts. The role includes an element of problem diagnosis and proposals for fix.

Service Desk Support KEY Responsibilities:

* To monitor various alarm management systems and identify alerts.

* To log appropriate level incidents, using Remedy and track the incidents to resolution within SLA.

* To communicate with customers, colleagues and other technical staff as necessary to ensure to relevant personnel are aware and engaged in resolving any issues which arise.

* To provide problem diagnosis and proposed resolution where and when possible liaising with technical manager, peers, suppliers and customer/developer groups.

* To contribute to the achievement of SLAs/OLAs to our clients standards.

* To ensure operational procedures are in place, maintained and followed.

* To support recovery activities following failure, including disaster recovery.

* To monitor performance where appropriate.

* To provide information and support to other groups on technical and operational issues.

* To ensure all appropriate documentation is provided and maintained to the ISO20000 standard.

Service Desk Support KEY Requirements/Skills:

* Experience in the relevant technical skill area(s) with appropriate formal training.

* Experienced, fully competent in own area, can act as a key contributor in a more complex/critical environment, and is able to co-ordinate activities of others.

* Has depth of expertise in more than one area, and can apply knowledge/skills to a range of activities acting as a source of technical expertise to others in own area.

* Able to interpret internal/external business issues and recommended best practice in own discipline, and to make changes to own and others work to meet these.

* Demonstrates competence in own area, although may still be acquiring higher level skill and will be working to deepen knowledge/skills in own area, and broaden ability over a variety of skills.

* Typically will work with moderate guidance on own area of knowledge, but able to apply knowledge/skills to a variety of standard day to day activities and to identify unusual technical problems and respond to managers requests in non-standard situations.

* Able to investigate all the facts, identifying the problem and all relevant issues in straightforward situations. Can then generate possible solutions.

* Understands appropriate customer Business Processes and operating environments.

* Able to act proactively to understand client needs and offer assistance even when not asked.

* Able to find the underlying issue and patterns in complex situations, taking a new perspective on existing solutions to complex problems, and is able to explain difficult concepts to a variety of audiences to ensure that the meaning is understood.

* Can motivate other team members and create informal networks with key contacts outside own area. Understands appropriate customer Business Processes and operating environments.

* Formal vendor training to professional certification standards, e.g. CCNP, MCSE, Sun Solaris, HP certified systems engineer etc.