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IT Support Analyst

Location Letterkenny, Donegal
Sector
Job type Permanent
Salary Negotiable
Published 6 months ago
Contact Jamie Donnelly
Job ref JD372_1589292273

Job description

IT Support Analyst - Incident Management

Location: Letterkenny, Co. Donegal

Salary: Highly Competitive

Grafton Specialist Recruitment has been retained to recruit an Associate Analyst based in Letterkenny.

The Role

  • 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

Requirements

  • 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/trouble shoot complex issues

In return

You will receive a fantastic package, the opportunity to work for a key player in the industry and the opportunity to develop your career in a supportive environment.

Contact Details & Deadline

To be considered for this position, please forward your CV to Jamie at jmdonnelly@graftonrecruitment.com at Grafton Recruitment OR call him on 02890323333

The Grafton Specialist Team is a dedicated division within Grafton 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.

This may not matter to you when you're looking for a new opportunity, but we just wanted to tell you a little bit about Grafton. We know that finding the right job can be challenging and we have the tools and resources to help you succeed. An established recruitment agency since 1983, we offer permanent and temporary job solutions to lots of different clients in multiple sectors in Northern Ireland and Republic of Ireland

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