JOB PURPOSE:
IT 1st Line Support Analyst are responsible for the provision of FPOC support services on CRH business systems and services.
Principal Tasks And Responsibilities
Support Services
* Be a first point of escalation from the 1st line team with any queries and issue.
* Help monitor the service desk and manage tickets levels as required.
* Ensure ticket levels are kept similar levels.
* Escalate problem tickets to a higher level if required.
* Look for trends with re-occurring issues.
Administration
* Basic administration of the following systems
* Service Desk Management tool
* Desktop & Device Management tool
* AV Technologies
* Active Directory
* Office 365
* Remote Desktop Services
* MDM Support (Intune)
KEY RESULT AREAS
* Providing support, configuration and maintenance on CRH's devices and services, by becoming an expert on the use of all aspects of these systems.
* Delivering support to existing business users and investigating and resolving faults.
* Working with colleagues in identifying and proposing system changes, better uses, enhancements and developments and liaising with appropriate vendors, users and the IT Team.
Skills/Experience
Professional/Academic/ Vocational Qualifications
* Ideally educated to S/NVQ for Information/ Communication Technology, or sound experience in a comparable role.
* Worked on a 1st/2nd line Service Desk
* Degree level qualification
* ITIL v3 Foundation
Specific Knowledge
* Experience of supporting enterprise desktop estates (Windows 10)
* Administration of Windows Desktop (GPO & Remote management)
* Ticket handling knowledge
* Experience of supporting iOS and Android devices
Specific Skills
* Ability to learn fast and take ownership of issues to completion.
* A good technical base of understanding and decision making.
* Queue handling ability
* People skills
* Event and Log analysis experience.
* Good telephone manner, customer care, communication skills
Demonstrated Behaviours
* Excellent verbal and written communication skills
* Pragmatic and flexible approach
* Can-do attitude
* Excellent interpersonal skills
* Information acquisition