IT Service Desk Analyst x 2

The Purpose of the Role:

The role is responsible for providing first, second and third line technical support and advice for the full portfolio of IT services with specialist troubleshooting expertise in Windows and Apple operating systems, related hardware and software, such as MS Office (O365) & network connectivity to ensure access to critical business, research and teaching & learning applications for Trinity staff and students.

The role requires experience of working with ITIL-based Incident Management processes, the ability to consistently demonstrate excellent Customer Management skills in an environment where you will be comfortable handling multiple Service Requests and incidents simultaneously. The role demands excellent problem-solving skills with a wealth of experience supporting a mixture of hardware and software vendors and platforms (e.g. Dell, Apple, Windows, macOS and many applications) and extensive knowledge on networking devices and practical experience of applying IT security principles to endpoint (desktop & laptop) devices.

The role requires expertise in the system administration and management of large enterprise endpoint management tools, (e.g. Operating System patching, VPN, Anti-Virus and Encryption enterprise software) and supporting IT Service Management tools (e.g. Remote Control, Call Management, Queue Management, Image Management).  The role will also manage desktops and laptops in different configurations, e.g. end-user workstations, single-purpose/specialist teaching and research devices, etc.

The role actively engages in technical projects that are being undertaken in IT Services to continually improve and enhance the services offered.

Context:

This role is part of the IT Service Desk team of IT professional staff who provide technical services to staff, students and visitors to the University. The role reports to the IT Service Desk Manager.

The role-holder will work as part of a team and will work under general direction, they will be fully accountable for their own work and will exercise substantial personal responsibility and autonomy. The role includes a broad range of complex technical and professional IT activities, in a variety of contexts and the role investigates, defines and resolves complex technical issues independently.

The role must communicate fluently, orally and in writing, to present complex information to both technical and non-technical audiences.   The role is undertaken in a fast-paced Service Desk that requires rapid absorption of new information and the ability to apply it effectively when resolving an issue.   The role expects a passion for new IT and digital technologies, and the ability to promote and be an advocate for the IT Service operating model, IT policies and new developments.

Although the role-holder will work closely in a dynamic and supportive team environment, they will have individual responsibility for delivery of certain parts of the operation within the IT Service Desk and will be expected to develop and maintain technical service/solution documentation to be used by the Service Desk team and will be involved in mentoring and upskilling IT Service Desk staff as required.

Post Summary - IT Service Desk Analyst

Post status: 

Hours of Post: 35 hours per week

Salary: This appointment will be made on the Administrative 2 Salary Scale ( €54,907 - €64,515  per annum) at a point in line with current Government pay policy. monthly/weekly payscales. (tcd.ie)

How to apply:

In order to assist the selection process, applicants should submit a Curriculum Vitae and a Cover Letter (1x A4 page) that specifically address the following points in their application.

Applicants should clearly address their experience and how they obtained their knowledge in their application.

Illustrate, through past example, their ability to work on their own initiative and resolve problems.

Applicants who do not address the application requirements above in their cover letter will not be considered at the short list stage. Applications must be submitted by the closing date specified through eRecruitment. Any Applications which are still in progress at the closing time on the specified closing date will be cancelled automatically by the system.

Please see the Job Description below for this position.

Informal enquiries about this post should be made to Hiring Manager Sinead Shiels, IT Service Desk Manager, E: [email protected]

Application queries about this post, please email the Recruitment Partner at E:[email protected] and include the Competition ID number in the subject heading.

At Trinity, we are committed to equality, diversity, and inclusion. Trinity welcomes applications from all individuals, including those applicants with disabilities, those who may have had non-traditional career paths, those who have taken time out for reasons including family or caring responsibilities. We also welcome international applicants including those whom have been displaced due to war.

We are ranked 3rd in the world for gender equality (Times Higher Education Impact Rankings 2020) and we hold an Athena SWAN Bronze award, recognising our work to advance gender equality. The University is actively pursuing a Silver level award, which it has committed to achieving by 2025. Trinity is committed to supporting the work-life balance and to creating a family-friendly working environment.