| Job Description & How to Apply Below | |
 Application Support AnalystLocation: Belfast Summary: To provide 1st & 2nd line technical support to internal & external platform users, assisting them accessing our services but also ensuring continuous service with our Server, networking and hardware problems via emails and calls. Responsibilities: • To provide 1st and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service. • To ensure that all SLA’s are met. • To work effectively and productively with 3rd line support. • To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site. • To document all calls on the call logging system. • Produce statistics each month on Helpdesk issues. • To maintain user security on all systems. • Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis • Ensure Help Desk coverage during normal business hours and on-call support as required • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems • Maintains a central source of information enabling Help Desk team and Process analyst Team and support technicians to recover outages with minimal disruption to expected service levels • Invokes problem escalation procedures to coordinate recovery • Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department • Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through • Contributes to departmental productivity and development objectives by participating in training programs • Provides leadership by projecting a positive attitude, and providing learning incentives • Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s) • Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions • Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department; resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service • Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service • Ability to manage multiple high priority initiatives in a fast paced highly technical environment • Remains on-call during off-peak hours to respond to support service issues | |
| Position Requirements | |
| Skills / Industry Qualifications Required: | • Strong knowledge of Microsoft based operating systems with emphasis on Windows XP / Vista / Windows 7 and MS Server 2003 / 2008. • Networking Experience (LAN, WAN, Wi-Fi) • Knowledge of Active Directory (AD). • Experience troubleshooting MS Office • Remote Access tools such as Log Me In or PC Anywhere. • Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills. • Excellent telephone manner. • MCP certification would be a plus • In depth SQL Server Database Administration experience is highly desirable • Experience of managing multiple MS SQL 2005 & 2008 server is highly desirable • Strong self-sufficiency and initiative working on Database projects • Experience Practical experience in monitoring and tuning a database to provide a high availability service. • Experience of Transactional SQL, and DTS stored procedures. • Practical experience in managing the internal and external MS SQL database security |
| Education Level Required: | Bachelor |
| Contact Information | |
| Contact Name: | Concentrix |
| Preferred method of contact: | E-mail via Apply Online Box (below when logged in) |
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