Careers: IT Service Desk Analyst2022-01-13T15:27:48+00:00

Careers: IT Service Desk Analyst

Auxilion is looking for an IT Service Desk Analyst to join our team. The successful candidate will be responsible for level 1 tickets raised by our clients

Role Overview

IT Service Desk Analyst will be responsible for level 1 tickets raised by our clients

Providing a high-quality customer support services and technical assistance with a high level of accurate diagnosis and resolution

The role is an excellent opportunity to develop and advance skills

This role involves the following:

  • Be the point of contact for technical queries from our customers
  • Meet or exceed the SLA’s provided by customers
  • Ensure a high level of service and customer satisfaction
  • Level 1 diagnostics and resolution on desktop/laptop software and hardware in a Win 10 environments
  • Supports standard desktop applications and operations
  • Invoke escalation procedure both in a prompt and timely manner to other levels of support
  • Log calls accurately update and close tickets in service desk application (SNow)
  • Document technical fixes and procedures

Technical Competencies

Essential Skills:

Working and support knowledge of the following:

  • Level 1 technical services experience
  • Good problem-solving skills
  • Excellent communication skills (Communication to customers verbally and written is mandatory)
  • Windows 7/8/10 desktop support
  • An understanding of end user services (Hardware, software, Office 365, MS Teams, AD, Exchange)
  • Troubleshooting and problem-solving skills
  • Excellent attention to detail
  • A good understanding of Service Management framework, processes (ITIL) and using service desk tools (SNow) would be an advantage
  • Experience of working in an IT environment

An Irish company with global ambitions

There are a whole range of other reasons to work at Auxilion including:

  • Accountability: We encourage our staff to be accountable and proactively look to solve for our clients. As a result, our team members ‘own’ part of the success of every project they deliver.
  • Development: We hire the best so we know our teams excel at their job –However we also recognise that the curious, dynamic people we work with are always looking to push their abilities. With that in mind, we offer training opportunities to staff to ensure they are constantly challenged and improving their own professional development.
  • Complexity: Challenging and complex projects are our speciality. Our team work on projects that are often challenging, pushing them to the limits of their abilities – but that’s where a career in Auxilion is most rewarding. Being challenged and learning every day.
  • Reward: Auxilion believe in recognising the hard work of our employees, acknowledging helpful team members and those that manage to overcome issues to deliver successful projects. Our monthly ‘Key Contributor’ award is peer led, giving your team mates an opportunity to reward your hard work. There are also team nights, dinners and other activities, ensuring your hard work never goes unnoticed.
  • Well-being: The physical and mental well-being of our employees is paramount. Our People & Talent team work with staff to promote health and wellbeing activities that include health challenges and mindfulness sessions.
  • Progression: In Auxilion, we are lucky enough to have staff working with us for over 20 years. Our secret is simple – value staff, offer opportunities and promote from within the organisation. This gives our employees the chance to meet their career goals while helping to bring Auxilion to the next level.
  • Trust: Transparency is important in order to encourage open dialogue with management and our teams. We put our trust in our employees and empower them so they can make the right decisions and be responsible for some of the company’s success.

Auxilion is committed to building a diverse, skilled and talented team. We want our team to be proud to work for Auxilion and enable them to do great work. If this sounds like the type of place you would like to work, get in touch with our People & Talent team – Rhona looks forward to hearing from you.