JOB PURPOSE: IT 1st Line Support Analyst are responsible for the provision of FPOC support services on CRH business systems and services. Principal Tasks And ResponsibilitiesSupport ServicesBe a first point of escalation from the 1st line team with any queries and issue. Help monitor the service desk and manage tickets levels as required. Ensure ticket levels are kept similar levels. Escalate problem tickets to a higher level if required. Look for trends with re-occurring issues.
AdministrationBasic administration of the following systems Service Desk Management tool Desktop & Device Management tool AV Technologies Active Directory Office 365 Remote Desktop Services MDM Support (Intune) KEY RESULT AREASProviding support, configuration and maintenance on CRH’s devices and services, by becoming an expert on the use of all aspects of these systems. Delivering support to existing business users and investigating and resolving faults. Working with colleagues in identifying and proposing system changes, better uses, enhancements and developments and liaising with appropriate vendors, users and the IT Team.
Skills/ExperienceProfessional/Academic/ Vocational Qualifications Ideally educated to S/NVQ for Information/ Communication Technology, or sound experience in a comparable role. Worked on a 1st/2nd line Service Desk Degree level qualification ITIL v3 Foundation Specific Knowledge Experience of supporting enterprise desktop estates (Windows 10) Administration of Windows Desktop (GPO & Remote management) Ticket handling knowledge Experience of supporting iOS and Android devices Specific Skills Ability to learn fast and take ownership of issues to completion. A good technical base of understanding and decision making. Queue handling ability People skills Event and Log analysis experience.
Good telephone manner, customer care, communication skills Demonstrated Behaviours Excellent verbal and written communication skills Pragmatic and flexible approach Can-do attitude Excellent interpersonal skills Information acquisition
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