IT Service Desk Analyst

Job Description

Location: Letterkenny, Ireland

Role Type: Permanent 

Languages required: Both Languages are Mandatory ,English and German 

Job Purpose and primary objectives:

Our Client is seeking an IT Service Desk Associate to join the Technology Innovation and Support Services department within the Donegal Global Delivery Center. 

The technical team, work in a high profile, mission critical environment where early and appropriate responses are essential to providing technical support in relation to servers, operating systems, storage, databases & networks that manage and support applications & products.

As an IT Service Desk Associate, you will be joining a team built on collaboration, communication, focus and motivated to delivering excellent service and support. The team are responsible for troubleshooting incidents ranging from P1-P5 incidents both proactive and reactive. Incidents come in through telephony, web portal, email & alerting systems which will be managed by the team to restore services as soon as possible. 

This is an exciting opportunity where you will be giving the opportunity to work with a wide range of technologies and systems along, with a continuous service improvement mindset and building on best practices methodologies such as ITIL/ITSM & Agile.

Key responsibilities

• Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPN’s, databases, storage, servers.
• Managing incident queues
• Handling calls with Customers
• Managing communication with customers
• Responding in a timely fashion to reactive or proactive incidents
• Recording and documenting incident tickets
• Monitoring Phones, emails, webchats for any incoming incidents

Reporting, Analysis, Service Improvement Plans, Process diagrams, Knowledge creation / Management, Major incidents management, Sys admin

Key Skills/Knowledge:

• Ability to troubleshoot issues on Windows Servers, Windows workstation, Linux Operating systems.
• Knowledge of Application & Web Servers – Tomcat, Apache, IIS
• Knowledge on how to troubleshoot or manage databases – MySQL, Sybase, MariaDB, MongoDB, PostgreSQL.
• Effective communications skills
• Ability to multitask and work under pressure
• Time management skills
• Customer Service experience
• Proven strong written and verbal communication and interpersonal skills.
• Self-motivated and willingness to learn
• Proven ability to work well with technical and non-technical staff across numerous areas.
• Proven ability to work independently on multiple tasks with commitment and willingness to see issues through to resolution
• Excellent problem solving and Root Cause Analysis skills
• Proficiency in understanding, analyzing and defining corrective actions from data provided in logs, traces, and heap dumps.
• Understanding of virtualization and environments such as AWS, VMware, Virtual Box

Desirable: 

• Desktop support experience
• VMware sys admin or Database sys admin or Windows Server admin.
• Degree or Certificate in I.T. or related discipline is preferred
• ITIL certifications
• Technical Support experience working in a technical support role Tier 1/Tier Two.

Experience required:

Desirable that candidate has IT Support/Infrastructure experience, Knowledge of IT Support Services, IT related education or Customer Service background. B2 or greater language fluency in both German and English