Analyst, IT

Baxter

  • Dublin
  • Permanent
  • Full-time
  • 2 months ago
Are you looking for a career that matters?

We believe every person deserves a chance for a healthy life, free from illness and full of possibility. We see a world full of healing, with viable care options available to those with limited choices today. We envision new ways of providing physicians, pharmacists and nurses with technologies that not only treat chronic diseases, but also work to prevent them. We’re looking for team members who are motivated to learn, grow and innovate, while making a meaningful difference for millions of people around the world.

Learn more about how Baxter is .

Summary:

Summary

The IT Analyst will work within the EMEA Workspace Centre of Excellence (COE) team based in Dublin to provide high quality remote support to our 5600 strong workforce across the EMEA region.

Our customer experience is at the core of what we do every day.

The IT Analyst will be passionate about helping customers and be looking to join a growing team where you will also be exposed to a wide range of technologies, be trained and supported by the team manager in everything you do and be actively encouraged to make suggestions and get involved.

Essential Duties and Responsibilities:
  • We are not a level 1 service desk, we are a Centre of IT Excellence. We receive & resolve customer support requests through a ServiceNow ITIL system and deliver EMEA wide projects. You will be assigned support requests in ServiceNow and resolving these cases remotely within SLA will be your core responsibility.
  • You will be fully trained in and follow our procedures for work log updates and our positive call closure framework, maintaining accurate work log records always. You will use telephone, chat, and/or email to contact your customers to resolve their issues remotely using our support tools.
  • You will be expected to own the support requests assigned to you through to resolution and to use your skills and resourcefulness to find solutions, while always in the knowledge that you will be supported every step of the way by your IT colleagues and manager.
  • Some of the core skills you will need for this role:
  • An ability to think on your feet and use the resources available to find solutions will be important.
  • A positive ‘can-do’ attitude to your work and customer service. We are a Centre of Excellence and a high-quality customer experience is at the core of what we do.
  • Manage your workload by priority to stay on target with tasks, assignments & SLAs.
  • Experience with or knowledge of an IT ticket management system, preferably ServiceNow.
  • Experience supporting a corporate Windows 10 OS environment is important.
  • While this is a remote support role, you will be leaning on your knowledge and experience getting ‘hands-on’ with laptops, desktops, mobile devices etc.
  • Previous experience with remotely supporting remote-based & field-based users who are using a VPN connection is important and will give you an advantage for this role.
  • Experience or knowledge of using a software management system, like Ivanti Workspaces is a bonus, but is not essential. Training will be provided.
  • Experience or strong working knowledge of mobile devices is important. You will be aiding customers to setup and configure Apple iPhones and iPads. MobileIron experience an advantage.
  • Knowledge and experience working with a VOIP telephone system an advantage. Particularly any experience with Cisco CUCM, but this is not essential.
  • A good understanding of Active directory administration in a corporate domain environment, and corporate networking setups, troubleshooting connectivity issues for client devices etc.
  • A basic understanding of how multifunction printers work, and an ability to install printers and troubleshoot issues.
  • Experience with troubleshooting and supporting issues with the Microsoft Office product range is important and will give you an advantage. Particularly O365, Outlook & Excel.
Qualifications

Business/IT qualification/Language:

2 years’ experience in a customer facing IT Technical Support role or similar.

Candidates meeting the language requirements with only 1-year experience, but with certifications & a clear aptitude & enthusiasm for technology will be given consideration.

Diploma or Degree in an IT discipline is preferred.

Solid English is a must.

A 2nd language is ESSENTIAL for this role

Advantageous:
  • Previous experience working within a company supporting a large number of office based and remote-based end users in a Microsoft windows environment will be a big advantage.
  • Certifications in ITIL Foundation and Microsoft are preferred, particularly Windows 10 & O365.
  • A basic understanding of VOIP telephony desirable but is not essential.
  • Familiarity with general IT concepts and workspace hardware, such as monitors, desk phones, printers etc.
  • Strong experience supporting Windows 10 and the Microsoft Office suite of software.
  • Proficient & confidence in also using standard office applications – e-Mail, MS-Office, browser usage etc.
  • Familiarity with general business terms and processes & any previous experience working in a corporate office environment.
Extra skills will set you apart! Experience with Infographics is a plus. MS Excel knowledge to an intermediate level, being comfortable manipulating data in Excel, using Pivot tables & charts, V & H lookups etc. will set you apart from other candidates. Experience or a keen interest only in technologies like RPA, coding, SharePoint, AWS, SaaS, PowerShell & batch scripting. These things would make you stand out to us!

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.

Baxter

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