IT Helpdesk Analyst Tier 1

Job Summary

In a nutshell – you will provide subject matter expertise along with efficient, professional and effective technical customer support in response to customer issues and queries.

Belfast or Dublin.

Wellington IT provides a range of Credit Union software in Northern Ireland/Ireland, moving billions each year and managing funds for more than 1 in 4 people.

• Diagnosing Customer technical issues; gathering the necessary information and performing standard, preliminary research using all relevant available resources.
• Documenting and updating Customer queries or issues in ticket management system and tracking incidents through to resolution/escalation.
• Identifying potential problems via information gathering, ticket trends, etc., and communicating information to Helpdesk Manager in a timely manner.
• Communicating with Customers in a clear, positive and professional manner.
• On occasion, joining our implementation teams in delivering projects including spending time on client site as applicable.
• Working very closely with the Helpdesk Team Lead to ensure the support team is delivering to agreed KPIs and SLAs.
• Performing any other reasonable duties as required by Management.

• Experience in an IT Helpdesk or Credit Union role providing technical or problem resolution.
• Experience resolving Customer requests on the first contact where possible and, where not, ensuring we action the request to the right team.
• Proven Customer Support/Service experience or experience as a Client Service Representative with a track record of delivering “Best In Class” Customer Experience.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of situations.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritise, and manage time effectively.
• Familiarity with Microsoft Suite of Applications (Word, Excel, etc.).
• Experience of diagnosing and solving problems.
• Currently holds independent right to work in Ireland and/or UK.
• Knowledge of our experience with the Credit Union market.
• Good understanding of retail banking IT systems infrastructure.
• Experience in retail banking/credit union operations.
• Experience in the use of SQL.
• Familiarity with Oracle forms would be an advantage.
• Basic coding in Linux or command prompt would be beneficial.

• Integrity
• Energy & Drive
• Initiative
• Domain Expertise
• Resilience
• Execution
• Customer Centric
• Team Building

• Commitment – We are committed to the success of our colleagues and customers.
• Teamwork – We do amazing things when we work as a team.
• Respect – We value and seek everyone’s contribution.
• Honesty – We are open and honest in everything we do.
• Positivity – We embrace and inspire positivity in each other.
• Leadership – We lead by example with our words, our actions and results.

• Competitive base salary
• Bonus Scheme
• Annual leave (36 days inclusive your birthday off)
• Training & Development (Internal & External)
• Market leading workplace pension Schemes
• Private Healthcare Scheme – AXA, UK & Laya
• ROI Enhanced maternity leave
• Hybrid Working
• Flexible start / finish times
• Family related benefits

Regular – 1 opening available.

Wellington IT is an Equal Opportunities Employer. We recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. Please inform us if you have a disability or special need that requires accommodation.