Ergo are currently seeking a permanent Service Desk Analyst to join the IT team in our office in Dublin 3. This is a great opportunity for someone looking to start their career in IT and gain experience in providing first line IT Support to our staff and clients.
What will you do?
* Provide first line technical support to internal staff and to our Global external client base
* Assume full ownership and responsibility of all allocated support cases ensuring they are dealt with promptly and professionally and satisfactorily concluded
* Installing, configuring and troubleshooting of IT related software and hardware
* Highlight any anomalies on our customer sites raising a service ticket and escalate using the correct escalation procedures
* Develop and maintain an in-depth technical knowledge of Ergo products, services and solutions
* Perform routine day to day system checks.
* Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer always
* Document relevant technical information in our One Note library & ITSM tool including site schematics, system problems, problem resolution and knowledge base content
* Record and maintain hardware and software inventories, site and/or server licensing and user access and security
What do you need?
* Excellent communication skills and telephone manner
* Experience in building and nurturing relationships with customers
* To be calm & poised under pressure
* You are committed to your own professional development and demonstrate a growth mindset.
* You have experience with the Microsoft operating system and applications.
* You have some IT certifications or training (MTA/MSCA exam, for example)