IT Service Desk Analyst

JOB PURPOSE:

Were looking for a proactive customer focused IT Service Desk Analyst who enjoys being hands on with technology and solving real technical issues face to face. This position is entirely onsite supporting staff students and visitors across our Gift City location.

This is not a call centre or remote support position. You will be working directly with users at their desks troubleshooting hardware and software issues supporting devices and equipment and helping ensure that our IT services run smoothly every day.

If youre someone who thrives in a fast-paced environment loves variety and takes pride in delivering excellent technical support this role offers the perfect opportunity to grow your skills and make a real impact.

MAJOR DUTIES:

Technical Support & Incident Resolution

Provide high-quality customer-focused first-line deskside support for hardware software and network issues.
Diagnose troubleshoot and resolve incidents efficiently while maintaining excellent communication with users.
Act as a technical escalation point for more complex issues offering specialist knowledge and hands-on problem solving.
Install configure and maintain desktops laptops peripherals mobile devices and AV equipment.
Support user account administration and access management in line with security policies.

Service Delivery & Ticket Management

Proactively log update and resolve incidents and service requests through the ITSM/ESM tool ensuring adherence to SLAs in a timely manner.
Monitor ticket queues relevant to Gift City and manage your own workload to maintain service quality and responsiveness.
Contribute to maintaining accurate documentation knowledge base articles and operational procedures.

Customer Experience & Collaboration

Deliver exceptional customer service with empathy clarity and professionalism.
Maintain strong working relationships with colleagues and departments across Gift City.
Liaise with the D&IS team in Belfast to ensure alignment and consistency of support activities between locations.
Participate in continuous improvement activities to enhance the user experience and overall service delivery.

Service Improvement & Best Practice

Support ongoing IT service improvement initiatives and local operational projects.
Assist in reviewing performance metrics and identifying opportunities to enhance service efficiency.
Maintain and develop technical and interpersonal skills to align with team and organisational objectives.
Apply ITIL v4 principles in daily work to support structured efficient service management.

Other Duties

Undertake any other tasks appropriate to the role as reasonably requested by management.

ESSENTIAL CRITERIA:

Qualifications

Academic or vocational qualification in IT (e.g. HND/HNC NVQ Level 4 Foundation Degree or equivalent) OR substantial relevant hands-on IT support experience.

Technical Experience

Significant recent experience providing practical deskside IT support in a professional environment.
Strong working knowledge of:
o Windows operating systems
o Microsoft 365 applications
o PC hardware peripherals MFDs
o Networking principles (TCP/IP DNS DHCP Wi-Fi VPN etc.)
Ability to diagnose troubleshoot and resolve a wide range of hardware and software issues.

Communication & Customer Service

Excellent communication and interpersonal skills with the ability to explain technical issues in simple clear language.
Demonstrated ability to deliver high-quality customer service in person and via multiple channels.

Analytical & Problem-Solving

Strong analytical and problem-solving skills with a methodical approach to incident resolution.

Organisation & Work Management

Proven ability to plan organise and prioritise workload effectively.
Ability to work independently using own initiative as well as collaboratively within a team.

Other Skills