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Support Analyst/Technician - 1st & 2nd Line - ITIL - Dublin


Summary Sheet: I.T. & Communications

    
Advertiser Namei3 ResourcingAdvertiser Type:Agency
Classification:I.T. & CommunicationsSubclassification:
Country:IrelandLocation:Ireland
Language:English - United Kingdom (en-GB) Contact Name:>Gary Pankhurst
Employment Type:PermanentWorkhours:Not Specified



Position: Support Analyst/Technician - 1st & 2nd Line - ITIL - Dublin


Description:

Required: Systems Support Technician - 1st & 2nd Line, ITIL, ServiceNow, Windows, Active Directory, MS Office.


Salary: €35,000 - €45,000


Location: Dublin (central)



The Role:


To provide first and second level technology support to the client's users in Dublin and other European offices.


In cooperation with the VP of Technology Services and Europe to ensure that the Dublin and European IT operations are fully compliant and up to date with Group requirements.


To act at all times in compliance with and in accordance with the principles of the policies and procedures.



Required: Systems Support Technician - 1st & 2nd Line, ITIL, ServiceNow, Windows, Active Directory, MS Office.



Responsibilities:



  • Primarily provide first and second line support to all users located in the Dublin office.

  • Work closely with the UK IT team to provide additional first and second line support to users located in other European offices as required.

  • Similarly work with users to provide additional first line support to the (ServiceNow) Helpdesk.

  • Provide new user basic training and inductions (Email, Network Drives, Printers, Voice services, Remote access).

  • Perform daily local Systems checks including ongoing monitoring of IT services such as WAN, printing and comms room environment.

  • Assist and support the users with their main business applications including its insurance/reinsurance policy administration system, underwriting support, finance and regulatory reporting tools. This involves liaising with the users and the respective application teams including, external service providers where necessary, to resolve issues.

  • Provide support for all aspects of end user hardware including its physical set up and installation.

  • Liaise and manage relationships with suppliers of IT services for the Dublin office.

  • Support and maintain the Dublin office security system including its door access system and alarm monitoring system, as necessary.

  • Manage and support the office and mobile voice services for the Dublin office.

  • Support and maintain Video Conferencing services.

  • Enforce the use of industry best practice (ITIL) and change control within the IT Service Desk.

  • Must be willing to work flexible hours if requested.



Required Experience:



  • Candidates must have similar experience to the above duties.

  • Recent experience working within a 1st/2nd line ITIL environment

  • Strong Infrastructure knowledge

  • Excellent communication skills - ability to comfortably communicate with both technical and non-technical people.

  • Relevant degree in Computer Science or equivalent.



Required: Systems Support Technician - 1st & 2nd Line, ITIL, ServiceNow, Windows, Active Directory, MS Office.





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