Service Desk Analyst

Agio; Belfast; Hybrid; GBP 30,000 - 50,000; Full time

Job description

We have team members in the US, UK, Canada, India and the Philippines. Our family forward mentality and work-life balance focus empower our employees to live their best life at Agio.

WE OFFER

• Competitive salary
• Comprehensive health benefits including vision, dental, disability, life insurance, and more with immediate coverage
• An inclusive and extended parental leave policy
• Uncapped vacation time off
• 9 paid holidays
• 10 paid sick days
• 32 hours of paid volunteer time off
• Training and growth opportunities
• A multicultural and diverse team
• A supportive work environment
• Social events
• Agio swag
• And more

RELEVANCE AND IMPACT

The Service Desk Analyst is the first line of contact with our clients. Your ability to communicate clearly and to stay cool under pressure is essential while either assisting our clients directly or escalating to the correct team. Attention to detail, technical aptitude, and the ability to roll with changes will help you be successful in the different environments you will need to be comfortable moving around in.

• Hours of work: Monday-Friday, 9:00am-6:00pm or 12:00pm-9:00pm GMT/BST
• Arrangement: Hybrid, at least 3x a week onsite - 4th Floor, Arthur Place, 24-26 Arthur Street, Belfast, Northern Ireland BT1 4GF

RESPONSIBILITIES

• Deliver a stellar remote end-user and systems support experience
• Queue and case management in ServiceNow
• Communicate clearly and professionally with clients regarding their cases
• Answer incoming phone calls for client issues and assist in routing to appropriate team or team member
• Quick resolution of cases and/or involvement of the proper teams
• Assume ownership of cases and see them through to client-confirmed resolutions
• Assist with recognizing when automation of repetitive tasks would be beneficial and suggest efficiencies
• Document support-related solutions and client environments
• Projects, as assigned

REQUIREMENTS

• 5 years minimum experience providing end-user support
  • Strong understanding of desktop and laptop hardware
  • Strong understanding of Windows 10
  • Strong understanding of Microsoft Office application support
• Some hands-on server administration experience, including but not limited to:
• Active Directory account management
  • Passion for delivering an outstanding client experience
• Strong written and verbal communication skills
• Confident and friendly phone presence
• Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
• Strong troubleshooting and problem-solving skills
• Confidence to “Speak Up” and share knowledge, areas of improvement, etc.
• Collaborative, team-player, stays “Cool Under Pressure”
• Ability to provide off-hours on-call support
• Previous Apple/Mac Experience
• Previous ServiceNow Experience
• Hands-on experience with products such as:
  • Microsoft Azure
  • Microsoft Intune
  • SharePoint
  • OneDrive
  • VPN