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- Tasks: Provide top-notch support to clients and manage technical issues with a cool head.
- Company: Agio, a hybrid IT and cybersecurity provider with a family-focused culture.
- Benefits: Comprehensive health benefits, uncapped vacation, and paid volunteer time off.
- Why this job: Be the first point of contact for clients and make a real difference in their experience.
- Qualifications: 5+ years in end-user support, strong tech skills, and a passion for client service.
- Other info: Join a diverse team with excellent growth opportunities and a supportive work environment.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting.
We have team members in the US, UK, Canada, India and the Philippines. Our family forward mentality and work-life balance focus empower our employees to live their best life at Agio.
WE OFFER
- Comprehensive health benefits including vision, dental, disability, life insurance, and more with immediate coverage
- An inclusive and extended parental leave policy
- Uncapped vacation time off
- 9 paid holidays
- 32 hours of paid volunteer time off
- Training and growth opportunities
- A multicultural and diverse team
- A supportive work environment
- Social events
- And more
RELEVANCE AND IMPACT
The Service Desk Analyst is the first line of contact with our clients. Your ability to communicate clearly and to stay cool under pressure is essential while either assisting our clients directly or escalating to the correct team. Attention to detail, technical aptitude, and the ability to roll with changes will help you be successful in the different environments you will need to be comfortable moving around in.
Hours of work: Monday-Friday, 9:00am-6:00pm or 12:00pm-9:00pm GMT/BST
Arrangement: Hybrid, at least 3x a week onsite - 4th Floor, Arthur Place, 24-26 Arthur Street, Belfast, Northern Ireland BT1 4GF
RESPONSIBILITIES
- Deliver a stellar remote end-user and systems support experience
- Queue and case management in ServiceNow
- Communicate clearly and professionally with clients regarding their cases
- Answer incoming phone calls for client issues and assist in routing to appropriate team or team member
- Quick resolution of cases and/or involvement of the proper teams
- Assume ownership of cases and see them through to client-confirmed resolutions
- Assist with recognizing when automation of repetitive tasks would be beneficial and suggest efficiencies
- Document support-related solutions and client environments
- Projects, as assigned
REQUIREMENTS
- 5 years minimum experience providing end-user support
- Strong understanding of desktop and laptop hardware
- Strong understanding of Windows 10
- Strong Understanding of Microsoft Office application support
- Some hands-on server administration experience, including but not limited to: Active Directory account management
- Passion for delivering an outstanding client experience
- Strong written and verbal communication skills
- Confident and friendly phone presence
- Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
- Strong troubleshooting and problem-solving skills
- Confidence to “Speak Up” and share knowledge, areas of improvement, etc.
- Collaborative, team-player, stays “Cool Under Pressure”
- Ability to provide off-hours on-call support
- Previous Apple/Mac Experience
- Previous ServiceNow Experience
- Hands on experience with products such as: Microsoft Azure, Microsoft Intune, SharePoint, OneDrive, VPN
Agio is a blend of who we are and what we aspire to be. As an equal opportunity employer, we embrace diversity and are committed to creating an inclusive culture that allows each of us to do our best work and be our best selves. We welcome all interested individuals to apply and encourage applications from people with disabilities, diverse ethnic and cultural origins, veteran status, and people from all races, religions, gender identities, sexual orientations, and expressions. We encourage you to apply if you see a fit between you and the opportunity.
Service Desk Analyst in Belfast employer: Agio
Contact Detail:
Agio Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Belfast
✨Tip Number 1
Get to know the company! Research Agio's values and culture. When you understand what they stand for, you can tailor your conversations to show how you fit right in. Plus, it’ll help you ask insightful questions during interviews.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll need to be clear and professional. Try role-playing with a friend or family member to get comfortable explaining technical issues in simple terms.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved tricky situations. Be ready to share these stories during interviews to demonstrate your ability to stay cool under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Agio team. Let’s get you that interview!
We think you need these skills to ace Service Desk Analyst in Belfast
Some tips for your application 🫡
Be Yourself: When filling out your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your enthusiasm for the role and what makes you unique.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills. Use keywords from the job description to show us that you understand what we're looking for in a Service Desk Analyst.
Showcase Your Communication Skills: Since this role involves a lot of client interaction, it’s crucial to demonstrate your written communication skills. Keep your language clear and professional, and make sure to proofread for any typos or errors before hitting submit!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Agio
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of desktop and laptop hardware, Windows 10, and Microsoft Office applications. Being able to discuss your hands-on experience with server administration and tools like Active Directory will show that you're not just familiar but confident in your technical skills.
✨Practice Clear Communication
Since you'll be the first point of contact for clients, practice articulating your thoughts clearly and professionally. Role-play common scenarios with a friend or family member to get comfortable with explaining technical issues in simple terms.
✨Stay Cool Under Pressure
Agio values a calm demeanour, especially when dealing with client issues. Think of examples from your past experiences where you successfully managed stressful situations. This will help you demonstrate your ability to stay composed and effective during the interview.
✨Show Your Passion for Client Experience
Be ready to share specific instances where you went above and beyond to deliver an outstanding client experience. Highlighting your enthusiasm for helping others will resonate well with Agio's family-forward mentality and commitment to service.