ICT Analyst

IT Analyst

Belfast

Temporary

Hours of work: Full time

In Return:

• £29,863 - £36,499

The Client: NI Water

The Role:

• Responsible for providing first line support via phone/email, processing incidents and Service Requests
• Using the ITIL incident management and request fulfilment processes, in line with Service Desk objectives to triage and manage incidents and problems.
• Enabling incident/problem resolution or workaround.
• The post holder must ensure that all requests assigned to him/her are dealt with efficiently and effectively, and that any project work is completed to a high standard.

Responsibilities

Working as part of a team, provide support to over 1,500 NI Water users covering the following NI water ICT Services:

• Hardware - Servers / laptops / Printers / Rugged Devices /Tablets /Peripherals /Network devices.
• Software - Server & Desktop operating systems / MS Office 365/ Desktop applications/ Anti-virus solution / Backup/restore of files and folders. Wide Area Network, VPN and wireless infrastructure. Desktop operating system/Mobile Phones.
• Provide a professional, high quality, reliable, friendly and efficient support service to users, 3^rd party suppliers and contractors.
• Prioritise incidents and assess if correlation between other incidents/trends and escalate findings to management.
• Respond to incidents and follow through to resolution, including those issued to Resolver Groups and 3rd Party Resolver Groups as appropriate.
• Work with 3^rd party suppliers to resolve technical issues.
• Diagnose incidents, which may be caused by any number of underlying issues. Investigate and establish the best path for resolution.
• Ensure all Requests and Incidents are logged and handled appropriately and in accordance with agreed SLA levels in compliance with NI Waters ITIL procedures.
• Ensure adherence and compliance to NIW Security policies to ensure appropriate measures are identified and are in place to safeguard corporate (NIW) and any other sensitive data.
• Maintain the service desk support instructions and ensure documentation is up to date and adequate.
• Participate in IT projects and support business development.
• Attend weekly team meetings and provide updates on service and projects.
• Work with a high degree of autonomy in line with your abilities and the scope of any underlying documentation for routine and urgent incidents/problems
• Maintain the Service Desk instructions and ensure documentation is up to date and informative.
• Maintain knowledge of current incident trends, investigate and report when appropriate.
• Adherence and compliance to NIW Policies and procedures including departmental policies and operating manuals.
• Perform system and security quality checks on regular basis, document and follow process to correct discrepancies.
• Expected to use initiative in dealing with all issues or where instructions don't exist in manuals and ensure important details are captured, documented and communicated.
• Manage own workload and take responsibility for meeting (sometimes self-imposed) deadlines.
• Adhere to NIW corporate and departmental training requirements.
• Undertake onsite service desk clinics at NIW sites.

Requirements:

ESSENTIAL CRITERIA

1. 5 GCSE's at Grade C or above (including English and Maths) or equivalent
2. Minimum of 2 years relevant experience, in a similar role, involving very similar challenges and responsibilities.
3. Two years of experience in good organisational skills with the ability to prioritise workload to deliver ICT service levels
4. Two years of experience in good communication skills, both oral and written with an ability to persuade and change behaviour.
5. Experience supporting of Windows 10 and above.
6. Experience of supporting desktop applications including Microsoft Office support.
7. Experience of Active Directory and Microsoft Office 365

DESIRABLE CRITERIA

1. Technical Certifications - A+, S+, N+
2. Any Microsoft or Cisco qualification
3. ITIL Foundation certificate
4. Experience of supporting customers ideally in a large IT environment within a geographically dispersed area.

.

About Staffline:
At Staffline Recruitment Ireland, we bridge the gap between talent and opportunity. As the leading recruitment agency and an equal opportunities employer, we are dedicated to fostering a diverse and inclusive environment. We excel in understanding the specific needs of our clients and candidates, providing tailored, efficient staffing solutions across various sectors. Committed to excellence and driven by a passion for growth, we offer a spectrum of opportunities. Partner with us for a seamless recruitment journey and advance your career with Staffline.

#INDPRTDWNPS24