IT Analyst Full Time

Abacus Careers
Are you a skilled IT professional with a passion for providing exceptional support? Join our dynamic client and become an integral part of our company’s success. We are currently seeking a talented individual for an IT Analyst role in a large professional services environment.

Responsibilities:

• Deliver prompt and positive hardware and software support both remotely and onsite.
• Serve as the first point of contact for all IT incidents, requests, and questions via various channels.
• Handle all tickets offered from our office in Belfast with professionalism and efficiency.
• Ensure accurate recording of incoming and outgoing tickets in our ticketing system.
• Perform thorough troubleshooting and document investigative actions and outcomes.
• Determine the best solution based on customer issues and guidelines.
• Stay updated on new problems and associated workarounds.
• Carry out daily operational tasks assigned to the IT department.
• Monitor and proactively respond to tickets in the queue.
• Provide regular updates to customers regarding the status of their issues.
• Adhere to documented processes, procedures, and security requirements.
• Foster effective communication and knowledge sharing with colleagues and IT contacts.
• Maintain access to necessary applications and services.
• Assist with ad-hoc IT support or project work when required.
• Continually improve IT skills and knowledge through sharing and learning.
• Collaborate with vendors and suppliers as needed.

Qualifications and Skills:

• Strong educational background.
• Minimum of 1 year of experience in a large professional services environment (e.g., Law, Banking, Consulting, or Accounting).
• Previous experience in a technical support role supporting multiple production environments.
• Up-to-date working knowledge of hardware, software, servers, networking, and infrastructure.
• Proficiency in troubleshooting and analyzing various technologies.
• Familiarity with Windows 10, Worksite/Filesite, Microsoft Office 365, Symantec Enterprise Vault, CompareDocs, AirWatch, Intune, BigHand.
• Experience with Azure and hybrid environments.
• Knowledge of WIN 10, Surface Pro, screens, monitors, printers, and BOYD support.
• Strong proficiency in Microsoft Office applications, especially Outlook and Windows 10/365.
• Familiarity with M365, OneDrive, SharePoint, MS Teams.
• Technical understanding of communication tools and system issues.
• ITIL Foundation Certification preferred, but at a minimum, understanding of ITIL best practices and ability to follow ITIL processes.
• Confident in remote support investigation and known solution implementation.
• Experience in handling Major Incident escalations and engaging support teams.