Service Desk Analyst

• 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 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 vision, dental, disability, life insurance, and more with immediate coverage
  • An inclusive parental leave policy
  • Uncapped vacation time off
  • 10 paid holidays
  • 10 paid sick days
  • 32 hours of paid volunteer time off
  • RRSP 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 (IT Support Specialist) 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: 2:00pm-10:00pm GMT / BST

  Arrangement: Hybrid (at least 3 days onsite)

  Address: Arthur Place, 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

  • 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

  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.