Desktop Support Analyst / 2nd Line Support Analyst
I have an exciting new opportunity that has become available for a Desktop Support Analyst / 2nd Line Support Analyst to work for a market leading Law Firm on a permanent basis.
Responsibilities
* Technically resolves end users Incidents and fulfils Service Requests, across all supported IT devices in accordance with agreed service levels.
* Utilising the Service Management tool-set (ITSM Remedy), provides accurate and timely updates to agreed standards for all allocated Incidents and Service Requests.
* Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, and IT projects.
* Where technical responsibilities dictate, liaise with other internal support teams, internal senior management and suppliers in the day to day management of Incidents and Service Requests. And where appropriate initiates the escalation process for Major Incidents.
* Identifies key issues and risks, escalating promptly to line management team.
* Attends and actively participates in all daily stand up and team meetings.
Key Technologies
* Endpoint device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, office telephony and WiFi)
* Accessing and configuring Firmware/BIOS to set standards
* Operating System exposure - install/update/remediate (Microsoft Windows - all support versions)
* Endpoint software suites - install/update/remediate (Microsoft Office - all supported versions)
* Mobile Iron Mobile Platform
* Endpoint Enterprise management systems - device updates/software install (Microsoft SCCM, McAfee PGP, Bit locker)
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Staffing and Recruiting
* Legal Services
* Law Practice
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