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 systemsService Desk Management toolDesktop & Device Management toolAV TechnologiesActive DirectoryOffice 365Remote Desktop ServicesMDM 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 QualificationsIdeally educated to S/NVQ for Information/ Communication Technology, or sound experience in a comparable role.Worked on a 1st/2nd line Service DeskDegree level qualificationITIL v3 FoundationSpecific KnowledgeExperience of supporting enterprise desktop estates (Windows 10)Administration of Windows Desktop (GPO & Remote management)Ticket handling knowledgeExperience of supporting iOS and Android devicesSpecific SkillsAbility to learn fast and take ownership of issues to completion.A good technical base of understanding and decision making.Queue handling abilityPeople skillsEvent and Log analysis experience.Good telephone manner, customer care, communication skillsDemonstrated BehavioursExcellent verbal and written communication skillsPragmatic and flexible approachCan-do attitudeExcellent interpersonal skillsInformation acquisitionIn 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal – to make a positive change in the facilities management industry.The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world’s most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.
