- Onsite rotational role, Dublin, ROI
- Full time position – 08:00hrs to 18:00hrs working days except ROI Bank Holidays. Covering early and late support hours on local rota. Working from Home or Version 1 office when not on Customer site.
- Department: ASPIRE Managed Services
- Practice: Services Reliability Group
Role Summary:
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.
We are looking for a skilled and results-oriented Onsite Support Analyst based in Dublin, Republic of Ireland. In this role, you will serve as the primary point of contact for local technical support at our organisation's customer sites. Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. Whether addressing first-level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.
The ideal candidate will play a pivotal role in resolving advanced technical issues, including Microsoft 365 and Windows operating systems environments whilst being proficient in security practices (i.e. MFA) MacOS, mobile device management and remote support tools. This position requires outstanding problem-solving abilities, onsite presence and customer empathy whilst being able to handle escalations and calmly and professionally.
Key Responsibilities:
- Serve as the first point of contact for technical support via phone, email, or chat.
- Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.
- Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
- Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
- Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
- Contribute to the development and maintenance of the IT knowledge base.
- Deliver excellent customer service and build strong relationships with end-users.
- Handling escalations calmly & professionally
- Onsite presence & demonstrating end user empathy
- Provision of VIP / Executive support
- Monitor system performance and identify potential issues proactively.
- Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
- Monitor and manage system alerts to address potential issues before they escalate.
- Set up and configure new laptops, mobile devices, and peripherals.
- Liaise with 3rd party suppliers (i.e. Couriers, Vendors)
- Manage user accounts, permissions, and access rights.
- Install, update, and patch software applications according to company policy.
- Maintain inventory of IT equipment and manage equipment lifecycle.
- Perform scheduled maintenance, such as software updates, patch installations, and backups.
- Support audio/visual equipment for meeting rooms and company events.
- Collaborate with other IT teams to address complex or recurring problems / Escalation to L2/L3 support teams
- Test business continuity measures, including disaster recovery plans, to ensure readiness.
- Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
- Participate in ongoing training and development to stay current with IT trends and technologies.
- Package and deploy routine security updates.