Job description

Associate Analyst

Location: Letterkenny

Salary: competitive

Sattfline are working with a superb company to appoint an Associate Analyst who will be working in an Operational Support Capacity. The ideal candidate will have strong working IT support experience & excellent communication skills (both written and verbal).

The Associate Analyst will be responsible for the prioritisation, coordination and documentation of all items received into the desk. They will act as a single point of contact between the Service Desks, Support Groups/parties and the customer.

Job responsibilities include:

• Customer (Internal/External) Relationship Management as and if appropriate
• Ensures customer satisfaction and optimum engagement relationships to build and maintain annuity business within the account
• Deliver Critical Incident Management in line with the SLAs and deliverables - Incident Management process, through all stages if the incident lifecycle
• Submission and Management of requests received
• Customer Relationship Management as and if appropriate
• Effectively manage Customer Service Level Agreements (SLA's)
• Deliver escalated Incident Management in line with agreed support expectations
• Manage all critical incidents (Priority 1) for All applications through to resolution
• Clearly identify and document at case resolution, immediate fix, root cause if known or next steps for investigation and preventative actions to be taken
• Clearly identify and document knowledge
• Identify operation Improvements
• Effectively accesses internal resources to expedite solution-related activities or events
• Ensure customer satisfaction and optimum engagement relationships to build and maintain business within the account

Qualifications, Skills & Experience

Essential

• Helpdesk experience working in a technical support role Tier 1 and Tier Two
• Degree or Certificate in I.T. or related discipline is preferred
• ITIL certifications
• At least 1 to 2 years' experience with effective problem solving and acute attention to detail
• Escalation point for the team for any major technical issues/troubleshoot complex issues

Competencies:

• Proven strong written and verbal communication and interpersonal skills
• Proven ability to work well with technical and non-technical staff across numerous areas
• Ability to multitask and manage priorities with little supervision
• Must be able to remain focused and deliverable-oriented while working independently
• Ability to adapt and respond to changes in environment and priorities

To be considered for this position, please forward your CV to glenda.reddington@staffline.co.uk OR call on 02890 323333 EXT: 410

The Staffline Specialist Team is a dedicated division within Staffline Recruitment, focused on providing Permanent, Contract & Temporary staffing solutions across; Construction, Engineering, Accountancy & Finance, Financial Services & Insurance, Health & Safety, HR, IT, Sales & Marketing, Senior Manufacturing, Procurement & Supply Chain & Medical, Health & Social Care.

ENGSL