1st Line Support

Job title: IT Service Desk Analyst

Location: Belfast

Duration: Full time, Permanent

Salary: £28,000 per annum

REED Technology are delighted to partner with a fantastic charitable organisation who are seeking to add a IT Service Desk Analyst to join their team.

Reporting to the IT Manager the successful candidate will be responsible for providing technical support to all staff on all ICT matters within the company. The post requires a high level of customer service and technical ability to provide administration for the IT function.

Key Responsibilities:

• To actively liaise, support and build positive relationships with IT service users to ensure a quality experience.

• Act as first point of contact for the IT department.

• Monitor incoming communications by telephone, email and IT service desk software.

• Provide first line support for IT systems both remotely and by travelling to sites.

• Take responsibility for a caseload of technical support tasks.

• When required, escalate to 2nd level support / third party contracts and ensure satisfactory resolution.

• Maintenance of service desk software for example:

Systems administration and reporting

• Security and anti-virus software systems administration

• Testing and rollout of software and firmware patches in accordance with change management controls.

• Backup systems monitoring and support

• Carry out IT induction and ad hoc end user training where required.
• Build, configure, deploy and maintain a variety of software and hardware systems including PCs, Mobile Computer Devices, Networking equipment and Computer peripherals.
• Asset management of ICT equipment and soft assets
• To assist in the delivery of ICT project implementations, planning and post implementation support.

• To be aware and act in accordance with Extern’s Technology and Information Security policies.

• Ensure compliance with necessary recording requirements and responsibility for accurate and timely completion of relevant department records and databases.

Essential Criteria:

• Minimum of a Level 3 Qualification in a relevant field/subject or example; ICT.

• A minimum of two years’ experience in IT support, of which a minimum of one year’s experience must include the following 4 areas:

• Desktop hardware and operating systems
• Computer networking
• Troubleshooting problems
• Information security and IT security risks

• High levels of organisational skills, ability to prioritise and meet deadlines.

• Willing to work outside normal office hours for example to carry out disruptive maintenance or to participate in an out-of-hours rota to deliver remote support during evenings / weekends / bank holidays.

• Full driving license and access to a car (please note relevant business insurance will be required on commencement of employment).

If you meet the above criteria and would like to discuss this opportunity, then please contact Niall Lennon for a confidential discussion.