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IT Service Desk – Hybrid

Reference: 21849

Location

Belfast, County Antrim

Salary

Competitive

Job Type

Permanent

Date Posted

06 May, 2024

As an IT Support Analyst for our global client you will provide operational front line IT technical support to all internal staff and fee earners. You will be responsible for logging, troubleshooting, and resolving incidents and work orders at the first point of contact when possible or passing to an appropriate team. You will also navigate between phone call, email, self-service portal, and ticket queues as directed by your Team Leader or Global Service Desk Manager.

This role involves:

  • Serving as the primary point of contact for customer inquiries via phone, email, or self-service portal.
  • Ensuring incidents and work orders are logged, tracked, and responded to promptly and in line with standards.
  • Striving to resolve issues at the first point of contact whenever possible.
  • Maintaining accurate updates in the IT Service Management System.
  • Connecting related tickets to IT problem tickets to enhance service.
  • Adapting between communication channels as directed by leadership.
  • Maintaining proficiency in incident resolution across all IT support areas.
  • Meeting Operational and Service Level Agreement targets.
  • Escalating incidents and work orders as necessary.
  • Taking ownership of support ticket closure efficiently.
  • Flexibly adapting to changes in IT processes and operations.
  • Adhering to flexible working hours to support team needs.
  • Following IT GSD processes to deliver high-quality service.
  • Performing any other duties as required by business needs.

The working hours for this role are rotational shifts between 8.00am – 6.00pm, Monday to Friday.

Your Experience:

  • You will have proven experience of working in a call centre environment (2+ years).
  • You’ll have experience working with ticket management and Automatic Call Distribution (ACD) technologies.
  • You’ll have at least 1 year experience within an IT support environment providing support with Cloud based solutions e.g. Office 365, InTune, Azure etc

Your Qualifications

IT Related Degree.

OR

ITIL Foundation.

OR Proven IT Service Desk experience gained at 1st line level (min 1 year)

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion.
We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland.
If you are experienced and/or professionally qualified we can support your job search.
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ABACUS ACTS AS A RECRUITMENT BUSINESS AND CANNOT PROVIDE VISA SPONSORSHIP TO APPLICANTS.
APPROPRIATE UK WORK PERMISSION IS REQUIRED IN ORDER TO APPLY FOR THIS POSITION.

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