CPL Ireland - IT Support Analyst
|Location:||Belfast - Northern Ireland, United Kingdom, BT1|
|Salary:||£22,000 - £25,000|
- Name:CPL Ireland
In partnership with its client, CPL is currently seeking an experienced IT Support Analyst for a permanent role based in Belfast.
Excellent opportunity has arisen to join a highly successful, established professional services company. With a base in Belfast the company operate on a global basis supporting approx 5000 users.
This role will provide IT Support to the offices based in Germany. The ideal candidate will be fluent in German and have previous IT support experience at both 1st and 2nd line support level. The IT Support Analyst will take responsibility of resolving IT incidents where possible and will have previously experience of providing Microsoft Windows support.
•Work closely with Support Team Leaders (Germany & Belfast) to deliver an efficient and effective service
•Works with other Service Management teams to ensure a seamless approach to support and security across applications and infrastructure
•Interacting with internal customers and external clients to deliver appropriate levels of service; prioritising accordingly.
•Assists in the investigation and resolution of incidents and problems relating to infrastructure and/or applications, operating and network systems
•Carries out agreed operational and specified maintenance procedures of a routine nature
•Assists in database support activities
•To maintain an effective working knowledge of incident resolution across all areas of the IT Support in order to maximise customer service and call resolution
•End to end ownership of incidents monitoring calls passed to support teams
•Ensure accurate and timely updates are maintained in the Incident Management System
•Promptly allocates calls/requests as appropriate
•Maintains relevant records
•Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
•Meet all Service activity targets in line with performance targets defined for the technology service
•Ensure that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
Experience and skill set required:
•Fluent in German and English
•Knowledge of Service Desk operations, to include a good knowledge of IT best practice, industry trends and customer service
•Expected to have an understanding of all technologies, business working practices and active working experience and understanding of the core applications
•Clear verbal and written communication skills with the ability to explain technical instructions in a non-technical way
•An enthusiasm and passion for excellent customer service.
•Ability to work in a team environment
•Ability work on own initiative, prioritise and manage workload effectively, often under pressure
•Take personal responsibility to keep up to date with new technologies, systems and solutions
•Ability to think logically, analyse situations, solve problems
•Awareness of business-critical incidents and their potential implications for the business
•Ability to develop good working relationships
•Self motivated, self-starter, who will undertake all activities to the highest professional standards
All applications will be treated with the strictest of confidence
To apply or for further information, please contact Clare Sinanan +44 28 9072 5607 or email your CV to firstname.lastname@example.org.
Keywords: German, It Support Analyst, IT helpdesk, Helpdesk, Support, IT, Microsoft Windows, Blackberry, ITIL, Exchange, Word, 1st line support, 2nd line support, Belfast, Antrim, Down, Belfast, Ireland, Job, Opportunity, Career, Role, Vacancy
Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in the UK may apply.