IT Support Analyst

Our client, a leading medical device Company in Galway is hiring an IT Support Analyst . The successful candidate will provide excellent customer service as the 1st level of IT support for company users, customers, and company owned and supported hardware and applications. This individual will serve as a key role within the IT operational team, interfacing directly with business users and ensuring IT support/services are delivered as expected. Responsibilities include but are not limited to the following:

• User support & assistance, resolve issues such as access controls, usage problems and fulfilling IT Service requests.
• Issues to and collaborate with higher level support teams and/or vendors when necessary.
• Maintain user access and account information.
• Installing, setting up, issuing, troubleshooting and resolving user computer hardware, software, and phone systems.
• Support system upgrades; testing of new hardware and software, deploy software patches and “hot fixes.”
• Coordinating installation & set up and troubleshooting meeting/conference room equipment.
• PC/laptop/printer asset lifecycle (procurement through end of life), maintain asset and inventory information.
• Ensure all IT support (incidents, requests, etc.) are documented and managed within the company service management/ticketing system > prioritizes and assigns tickets per defined service delivery rules.
• Maintain IT support resolver guide/knowledge base.
• Learn relevant software and hardware used and supported by the IT organization.
• Reinforce Information/Cyber Security policies.
• Contribute to continuous improvement efforts.
• Provide these support services to users at global, local, remote locations.
• Other responsibilities as assigned.

• Certificate or equivalent or Bachelor’s degree in related field (preferred)
• IT and/or Service Management Certifications (preferred)
• Ideally 2 years experience in similar role
• Fundamental networking concepts, Microsoft Office Suite & Operating systems (Windows and Server (AD)) - of basic computing hardware; desktop, laptop PC’s; printer; of ServiceNow platform (preferred) and of basic Cyber Security practices
• Strong sense of customer service/orientation
• Excellent oral and written communication skills with an ability to explain technical topics in simple terms
• Good analytical and problem-solving skills
• Organization and planning skills to effectively prioritize and execute work
• Effectively work as individual and/or with others to solve problems
• Self-motivated and proactive to perform work and continue learning
• Able to speak/write in English language (multi-lingual preferred)
• Some overtime and/or flexible work schedules may be required
• Some domestic and international travel may be required
• Occasionally lift/carry/move equipment 10-25kg