We have team members in the US, UK, Canada, India, and the Philippines. Our remote work policy allows us to accommodate our employees’ need for flexibility. Our family forward mentality and work-life balance focus empower our employees to live their best life at Agio.
WE OFFER:
Competitive salary Comprehensive health benefits including medical and dental for team member + family with immediate coverage Life insurance An inclusive and extended parental leave policy Uncapped vacation time off 10 paid holidays 10 paid sick days 32 hours of paid volunteer time off Pension plan + matching Training and growth opportunities A multicultural and diverse team A supportive work environment Social events Agio swag 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: 1:00pm to 9:00pm local Belfast time (BST/GMT) Hybrid: At least 3 days onsite at Arthur Place, 24-26 Arthur Street, Belfast 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
2 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
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Competitive salary Comprehensive health benefits including medical and dental for team member + family with immediate coverage Life insurance An inclusive and extended parental leave policy Uncapped vacation time off 10 paid holidays 10 paid sick days 32 hours of paid volunteer time off Pension plan + matching Training and growth opportunities A multicultural and diverse team A supportive work environment Social events Agio swag 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: 1:00pm to 9:00pm local Belfast time (BST/GMT) Hybrid: At least 3 days onsite at Arthur Place, 24-26 Arthur Street, Belfast 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
2 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
#J-18808-Ljbffr
