IT Service Desk Analyst
Department: IT
Employment Type: Permanent
Location: Ireland
Description
Collaboration is key to how we work at Ogier. The IT Service Desk Analyst will report to the European IT Service Desk Manager and contribute to the smooth operation of the IT Service Desk Support Team by providing IT support across all jurisdictions, following IT procedures and standards.
Key Responsibilities
1. First point of contact for support from global users via various channels (email, call, or ticket).
2. Provide excellent customer service, striving to exceed client and business expectations.
3. Take ownership of recorded incidents and service requests; track progress and follow up with users to ensure satisfaction with resolutions.
4. Manage support in accordance with Service Desk processes and procedures, ensuring all service metrics are met.
5. Complete daily operational tasks and provide ad-hoc support, including setting up meeting rooms for telephone/video conferencing both on and off-site.
6. Provide hardware and software support locally and remotely for all Ogier jurisdictions, escalating appropriately.
7. Notify the IT Service Desk Manager of ongoing faults and training-related support calls across jurisdictions.
8. Liaise with the wider IT & Change Support Team regarding outstanding calls and customer expectations.
Skills, Knowledge, and Expertise
* Minimum of 2 years' experience in a similar role.
* Experience with Microsoft Office 365, Windows 11, and iOS Operating Systems.
* Proficient with or able to quickly learn a broad range of networking systems, hardware, and software.
* Self-motivated with the ability to work in a fast-paced environment independently.
* High standard of customer service in a busy Service Desk environment.
* Strong analytical and problem-solving skills with an interest in technology.
* Effective collaboration, communication, and interpersonal skills to engage with business users across jurisdictions and roles, including IT SMEs.
* Strong organizational skills, with the ability to multitask, manage time effectively, and prioritize under tight deadlines.
* Commitment to ongoing professional development and examinations.
* Examples of previous IT projects or ongoing personal study are advantageous.
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