Technical Support Analyst

Unijobs on behalf of our public sector client have a requirement for a Technical Support Analyst. This position is based off a hybrid working arrangement with the requirement to attend meetings in the office when required. The successful candidate will be employed as an agency employee working 35 hours per week. This position is also a temporary contract, initially for 6 months with the possibility of extension thereafter. The salary on offer for this position is €56,757 (€31.08 per hour). You will also accrue 30 days annual leave per annum and be paid bank holidays. Overview : This role is to provide technical support and coordination for the departments CRM or ITMS system and end user self-service portal, ensuring efficient operation and issue resolution. The role involves managing service and access requests, troubleshooting, liaising with a third-party vendor and Help Desk, coordinating user acceptance testing (UAT) and supporting system documentation and stakeholder engagement. Principle Duties & Responsibilities : Provide day-to-day technical support for the CRM / ITSM system and end user self-service portal environments. Manage and escalate incidents and service requests with a third-party vendor. Investigate and troubleshoot system issues, providing resolution or coordinating fixes with the vendor. Coordinate and manage access requests in line with access control policies. Lead and participate in UAT for system changes and enhancements; devise test scripts and document outcomes as needed. Participate in system updates and new implementations. Communicate with internal stakeholders regarding system updates, known issues and testing activities. Ensure data integrity and quality within the CRM system. Respond to common system and user support queries, providing clear and timely guidance. Develop and maintain user support materials, including Knowledge Base Articles (KBAs) and internal documentation. Attend and contribute to meetings with internal teams and external vendors related to CRM / portal performance and improvements. Support continuous improvement of the CRM and portal experience for end users. Provide support for other tasks as deemed appropriate by the management team. Post Specific Requirements : Must have : Third level qualification in Computer Science, Information Systems or Data Analytics. A minimum of 3 or more years, supporting CRM / ITSM or similar platforms from a technical perspective. Excellent problem-solving and analytical skills. Experience in a strong customer focus orientated environment. Experience in the analysis of data, identifying trends and root causes. Team player with a focus on continuous improvement. Ability to work collaboratively across technical and non-technical teams. Ability to manage multiple projects and priorities. Additional requirements specific to the post : Need to have full Driving Licence with own transport to fulfil the requirements of the role as this post will involve travel. Preferred experience working in Customer Support or Service Desk environments. Flexibility in working hours to meet the needs of the service.

• This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role
• Unijobs is an equal opportunities employer Skills : uat user acceptance training support helpdesk Benefits : 30 Days Annual Leave