Dell Service Desk Analyst - 24/7 Schedule (11 months contract) in Cork, Ireland

Service Desk Analyst – 24/7 schedule (11 months contract)

Cork

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Service Desk Analyst on our Infrastructure Managed Services team in Cork .

Dell customers rely on our products and services to drive progress. So we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell deliver on all our promises.

Key Responsibilities

The Service Desk Analyst will be part of a 24/7 dedicated service desk responsible for the day to day monitoring, administration and request management for our customer.

  • Provide critical, pro-active monitoring of Application, Database Storage and VM Environments

  • Lead end to end incident, request and change management process and properly escalate unresolved queries to the next level of support

  • The employee needs to help solve L1 issues across the solution and be conscious about SLA and process adherence, written and spoken communication, and speedy resolution

  • Follow up with customers, provide feedback and see problems through to resolution and document processes, issues and reports when required

  • Regularly provides support in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers

  • Works closely with peers and internal SMEs to increase knowledge and resolve customer issues

  • Use of trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems

Essential Requirements

  • BS degree in Information Technology, Computer Science or equivalent

  • 0-1 years’ experience working in a similar role with a proven track record

  • Excellent customer service skills and exceed customers’ expectations with a strong customer service orientation as well as excellent verbal and written communication skills and email etiquette

  • Demonstrate the ability to assess and respond appropriately to customer issues in a professional manner displaying problem solving and troubleshooting skills

  • Willingness and enthusiasm to learn and progress; ability to multi-task and perform under pressure and to work in a high-pressure environment.

Desirable Requirements

  • Some knowledge of EMC hardware/software products would be an advantage

  • Working knowledge of help desk software, databases and remote control

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Apply now!

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .