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Senior Service Desk Analyst

  • Location:

    Sandyford, Ireland

  • Sector:

    Technology

  • Job type:

    Permanent

  • Contact:

    Ian Donnelly

  • Job ref:

    5426

  • Published:

    3 days ago

I am seeking a Senior Service Desk Analyst to join a leading organisation within the renewable energy sector. In this role, you will be responsible for implementing innovation and automation of Information services support to colleagues globally. This is a key internal customer relationship role, focused on improving experience of and satisfaction with IT across all the endpoint (laptops/smartphones/tablets) technologies to which they subscribe (managed through Intune) / office infrastructure (video-conferencing room systems / Xerox Printers), Apps (through Company Portal).  The role requires extensive technical skills across the Power Automate suite (for automation and workflows), knowledge of D365 CE (CRM), AI scripting for Chatbots and MS Intune administration for pro-actively managing security & performance of endpoints in support of the SLA.

 

 

Responsibilities:

 

  • Manage the fleet of Endpoints through MS Intune, ensuring that all endpoints are standardised and secured
  • Manage the App Store, making Apps approved at ICC available for download from the App Store; establish “roles” for different user profiles that will automatically install necessary Apps for new Starters for an excellent “Day One” experience
  • Support the culture of Service Excellence internally with IS Colleagues and with support vendors, maintaining strong working relationships with external 3rd Party Subject Matter Experts
  • Lead pro-actively on case trends, identifying and implementing improvements and automations to the service, to drive down case volumes in support of scalability of service and cost-efficiency
  • Pro-actively manage the Level 0 AI Chatbot to provide answers to FAQs and “how-to” queries, to automate “Information Provided” type Cases
  • Support Service Delivery Manager to retain ISO-20000 certification through recommending and implementing continuous improvements to streamline processes.
  • Support Head of Cybersecurity to retain ISO-27001 certification through deployment of ICC-approved security policies through MS Intune.
  • Provide Level 2 Case Management – where required Level 1 Case Management for VIPs/Escalations from AIT (Level 1 Partner)
  • Responsibility for the “Day One” and “Month One” experience of all new Starters in IE/UK, which involves delivery of IS inductions on laptops/windows10/video-conferencing/Teams/Printer Usage, ensuring all new Starters have the necessary equipment, licenses and Apps on Day One.

 

Requirements:

 

  • The successful candidate will likely come from an IS Service Support background, with excellent technology and people facing skills, strong problem-solving ability and a keen interest in developing and furthering their technology skills in support of automation and scalability of service.
  • Ideally candidates will have the following skills and attributes:
  • Excellent communication skills and a strong customer-oriented focus.
  • A relevant 3rd level qualification in Engineering or IT, or equivalent industry experience/qualification.
  • A good operational and/or business analysis background.
  • Microsoft Certifications on Azure, Active Directory, Microsoft Business Applications would be a distinct advantage.
  • A “contract not estimate” mindset, the ability to meet, and manage third parties to meet, SLA’s and work on one's own initiative without needing reminders.
  • Proven track record in managing IS Incidents & Initiatives to a successful conclusion.
  • Deep Knowledge of ITIL, Service Management and Change Management Methodologies
  • Technically skilled with considerable experience supporting modern desktop environments and end user computing technologies.

 

 

For more information, Please contact Ian Donnelly on 01 5222908 or apply below: