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Description
Job type: Permanent Location: Wrightbus Closing date: Thursday 21 Aug 2025 08:00 We reserve the right to close this vacancy early if we receive sufficient applications from suitably qualified and experienced candidates. We therefore encourage early applications. Purpose of Post: Wrightbus, a dynamic and rapidly expanding automotive manufacturer, is seeking a dedicated Level 1 Service Desk Analyst to join its IT team. This role is the first point of contact for all IT-related inquiries, requiring a hands-on approach to problem-solving and offering the chance to shape the IT support function. You'll play a crucial role in delivering exceptional technical support to internal users and contribute directly to our innovation, quality, and customer satisfaction. Key Tasks: Responsibilities: User Support: Respond promptly to user inquiries via phone, email, or chat. Diagnose and resolve hardware, software, and network issues. Escalate complex problems to higher-level support teams when necessary. Follow up with customers, provide feedback, and see problems through to resolution. Update customer data and produce activity reports. Work within Active Directory Incident Management: Log incidents and service requests accurately. Prioritise and manage multiple tasks effectively. Maintain detailed records of incidents and resolutions. Triage and escalation of incidents. Technical Troubleshooting: Investigate and troubleshoot technical issues related to desktops, laptops, printers, and mobile devices. Collaborate with colleagues to identify root causes and implement solutions. Vendor Coordination: Coordinate with external vendors for hardware and software problem resolution. Maintain positive relationships with vendors and ensure timely resolution of issues. Documentation: Create and update knowledge base articles for common issues. Document procedures and best practices for future reference. User Training: Provide basic training to end-users on IT tools and applications. Promote self-help resources to empower users. Essential Criteria: Third level qualification in one Information Technology, or related subject. Or 2 years hands on service desk experience. Incident logging. Triaging incidents. Troubleshooting users IT issues. Incident Escalation. End user IT support. Demonstrates an analytical approach to problem solving. Communicates fluently orally and in writing in English. MS Windows 10/11 Wired & wireless network troubleshooting. MS Teams MS Office Active Directory The Benefits: 4% discretionary bonus Life Insurance Medicash scheme Discount with local businesses e.g. Galgorm Spa Resort and McAtamney's. Free car parking Canteen Career progression Professional development Flexitime #wbstaff To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.
