Associate Analyst
Location | Letterkenny, Donegal |
Sector | |
Job type | Contract |
Salary | €21000 - €25000 per annum |
Published | 3 months ago |
Contact | Glenda Reddington |
Job ref | 6674_1602250710 |
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.
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