2nd Line Service Desk (24K) (Hybrid) (Belfast)

Job Description

VANRATH is seeking a skilled and customer-oriented Service Desk Analyst to join our client's team. As a Service Desk Analyst, you will be responsible for providing technical support and assistance to our internal users, resolving their IT-related issues and inquiries in a timely and professional manner. The ideal candidate should have strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Salary/ Benefits
This role is in line with the HSCNI Bandings, at Band 4 - £23,949 + Holiday & Pension
Client
They are a large Health care organisation, based in Belfast. They are the largest healthcare user of the Microsoft Stack within the UK, and have over 100,000 devices. The trust is the largest integrated health and social care Trust in the United Kingdom. They deliver integrated health and social care to approximately 340,000 citizens in Belfast and provide the majority of regional specialist services to all of Northern Ireland


The Ideal Person
The ideal candidate will have;

  • Proven experience in a service desk or technical support role, preferably in a corporate environment.
  • Strong knowledge of ITIL principles and service desk best practices.
  • Proficiency in troubleshooting and resolving hardware, software, and network issues.
  • Previous experience with Active Directory
  • Ability to handle and prioritize multiple tasks in a fast-paced environment while maintaining attention to detail.
  • Must have a driving licence & access to a vehicle



Responsibilities

As the Service Desk Analyst, you will:

  • Respond to incoming service desk requests, incidents, and inquiries via various channels (phone, email, ticketing system) in a courteous and professional manner.
  • Diagnose, troubleshoot, and resolve hardware, software, and network-related issues reported by end-users, ensuring minimal disruption to their work.
  • Document all incidents and service requests accurately, including problem description, troubleshooting steps taken, and final resolution, in the ticketing system.
  • Prioritize and manage multiple incidents simultaneously, ensuring adherence to defined service level agreements (SLAs) and delivering prompt resolutions.
  • Escalate complex or unresolved issues to appropriate teams or individuals, providing comprehensive and accurate information for efficient problem resolution.
  • Install, configure, and maintain hardware and software components, including desktops, laptops, printers, peripherals, and standard office applications.
  • Assist with user onboarding and offboarding processes, including setting up new user accounts, provisioning access rights, and conducting equipment setup.


For further information on this vacancy, or any other IT & Tech Temporary job in Belfast or wider Northern Ireland, please apply via the link below or contact Peter Brittain in the strictest confidence.