Senior Help Desk Analyst

Senior Help Desk Analyst

Cork City- the role requires working shift and on-call patterns as part of a rotation process to support U.S customers.

My client is looking for a skilled Senior Help Desk Analyst to deliver high-quality technical support, resolve complex issues, and develop automation solutions to enhance support efficiency. As the final escalation point, you will collaborate closely with Help Desk Analysts, Engineering, and Customer Success teams to ensure seamless service and reduced ticket volumes. This role is integral to fostering innovation, customer-centricity, and operational excellence, with a focus on improving experiences for both customers and internal teams through collaboration and technical documentation.

Responsibilities:

• Deliver exceptional technical support to ensure efficient issue resolution.
• Mentor and guide Help Desk Analysts to enhance their technical skills and problem-solving capabilities.
• Collaborate with Engineering to develop and implement automation solutions that improve scalability and support quality.
• Partner with Customer Success teams to enhance customer onboarding and drive platform engagement.
• Create clear technical documentation and contribute content on automation solutions to educate customers and internal teams.
• Work with customer IT departments to develop strategies that reduce unnecessary support requests and improve operational efficiency.
• Conduct technical training sessions and skill enhancement workshops to foster knowledge-sharing.
• Stay updated on IT and Security APIs, productivity tools, and relevant technologies, providing guidance to peers and customers.
• Participate in an on-call rotation to address urgent technical issues outside standard hours.

Technical Skills:

• Productivity Tools: Advanced troubleshooting and training capabilities with Google Workspace, Microsoft 365, and Slack.
• Operating Systems: Proficient in resolving complex issues on Microsoft Windows and Apple macOS.
• Networking: Strong understanding of TCP/IP and network protocols, with the ability to troubleshoot multi-layered network issues.
• Working Knowledge of:
• Identity and Access Management (IAM) for secure user lifecycle management.
• Help Desk Software such as Zendesk, ServiceNow, and Freshdesk.
• Mobile Device Management (MDM), including JAMF and Microsoft Intune.
• Cloud Infrastructure, with basic understanding of AWS and Azure.
• IT Security Practices to ensure compliance and data protection.

Familiarity With:

• Scripting in PowerShell, Bash, or Python to support automation.
• Creating clear and effective technical documentation.

Non-Technical Skills:

• Strong interpersonal skills, with the ability to build relationships with both customers and team members.
• Quick adaptability in learning new technical skills.
• Excellent written and verbal communication abilities.
• Effective task prioritization and decision-making skills.
• Proven experience mentoring and inspiring team members to achieve technical growth.
• Collaborative team-based work approach.

Education and Experience:

• Minimum 5+ years of experience in an IT support role.
• Proven experience creating and deploying automation within IT or Security contexts.

Work Location:

This is a hybrid position, blending remote work with in-person responsibilities at the Cork office.

Please note:

We have a number of similar positions currently, and in the future, which we would like to discuss with you should you indicate your interest in this role. When we receive your application for this role, we will contact you to advise you of our process for other similar positions.

Stelfox is fully compliant with GDPR regulations and you can read more in our privacy policy here: https://www.stelfox.com/privacy-policy-gdpr/

Your shared data will not be disclosed or transferred to a third party data controller or data processor located outside the EEA unless we have obtained your express consent.

We look forward to working with you.