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  • Service Desk Analyst - Belfast - Hayward Hawk

    Hayward Hawk
    Hayward Hawk Belfast

    3 weeks ago

    Description

    Job Title: Overnight Service Desk Analyst

    Join Our Team of Dedicated IT Professionals:

    We are seeking a skilled and reliable Overnight Service Desk Analyst to provide top-tier remote end-user and systems support during off-hours.

    As a key member of our team, you will be the first point of contact for incoming IT support requests during overnight hours. Your exceptional communication skills and ability to work under pressure will enable you to deliver quick resolutions via phone, email, and ticketing systems (ServiceNow).

    Your Key Responsibilities:

    1. Provide timely and effective support to end-users via phone, email, and ticketing systems.
    2. Owning and managing support cases through to resolution, escalating when necessary.
    3. Accurately documenting solutions and client environments.
    4. Participating in assigned IT projects and continuous service improvement initiatives.
    5. Identifying and recommending automation or efficiency opportunities.
    6. Providing occasional off-hours on-call support.

    You Will Be Successful in This Role If:

    • You have at least 2 years of experience in end-user support roles.
    • You possess a solid understanding of Windows 10, Microsoft Office, and desktop/laptop hardware.
    • You have experience in Active Directory account management and general server administration.
    • Prior exposure to Microsoft Azure and Intune is an advantage.
    • You exude confidence and professionalism in written and verbal communication.
    • You have a calm, solutions-oriented mindset under pressure.
    • You have previous experience with ServiceNow and/or Apple/Mac environments.

    About Us:

    At Hayward Hawk, we value teamwork, flexibility, and collaboration. As a dedicated IT professional, you will thrive in our fast-paced and evolving IT environment.

    Required Skills:

    • Windows 10
    • Intune
    • Azure
    • ServiceNow

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