Description

OVERVIEW

The Maples Group is a standard bearer in financial and legal services, trusted by many of the world’s largest hedge fund managers, private equity firms and international corporations.

Our distinction flows from our carefully curated team: 2,500+ professionals characterised by tenacity, ethics and exacting excellence. Operating in key financial centres across the Americas, Asia, Europe and the Middle East, our international presence offers a unique springboard for career development and cross-cultural immersion. Our side-by-side financial and legal services are similarly ripe for interdisciplinary learning and growth. 

The Maples Group looks to add a Dublin based Service Desk Analyst to our team and invites eager and qualified candidates to apply. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world-class talent.

Who We Seek

Our merit-based culture suits professionals in pursuit of boundless careers and lives.  Beyond their acumen, team members are collaborative and conscientious, bringing a healthy sense of drive and purpose to each interaction and to all aspects of their work.

About the Role

This role will report directly to Dublin IT Manager. The IT Service Desk Analyst will primarily focus on the global support queue and providing phone support to the Maples Group to ensure the business can accomplish their business tasks with minimal disruption. This includes receiving, prioritising, documenting and actively resolving end user Help requests and Incidents and escalating when considered appropriate and necessary to maintain SLA expectations.  This role operates on a shift basis and shifts are 7.5 hours Monday to Friday between 8am and 6pm and as necessary for the role.

The day-to-day responsibilities will include, but are not limited to:

• Provide remote support of incoming requests to the Global Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Build rapport and elicit problem details from end users
• Ensure tickets are logged in ServiceNow, customers kept updated and issues resolved within agreed service levels
• Prioritize incidents and service requests according to defined processes such as VIP users and tickets marked urgent, to meet defined SLAs
• Escalate incidents with accurate documentation to suitable teams, when required in line with KBs
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Use remote tools and diagnostic utilities such as Systrack and Citrix to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed
• Identify and learn appropriate software and hardware used and supported by the organisation
• Test fixes to ensure an incident has been adequately resolved and the user confirms satisfaction
• Ensure all IT activity is in line with Information Security policies and procedures
• Develop KBs and FAQ lists for end users
• Reinforce SLAs to manage end-user expectations
• Provide suggestions for continual improvement for End Users
• Contribute to building and maintaining an effective Global Service Desk Team by developing relationships and making suggestions to drive service improvement 

EXPERIENCE

What You Bring

In addition to indisputably high ethical standards and autonomy, the ideal candidate possesses the following:

• Must have at least two years technical experience, supporting and deploying, both software and infrastructure, ideally in a professional services or a busy MSP environment
• A relevant IT Degree is beneficial, but not essential.
• Experience with an ITSM ticketing system (ideally ServiceNow or similar)
• Imanage or similar document management systems
• PC/Infrastructure Hardware & Software
• Experience troubleshooting and supporting business applications and O/S
• Experience supporting MS Office 365, Citrix and Windows 10.
• Experience supporting mobile devices, Citrix and VPN environments
• Familiarity with the fundamental principles of ITIL
• Additional certification a bonus but not essential (e.g. CompTIA, CCNA etc.) 
• Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills
• Exceptional written and oral communication skills
• Experience working in a team orientated, collaborative environment
• Ability to work on own initiative and under pressure
• Excellent problem management and troubleshooting skills
• Flexibility and adaptability key to this role
• Can do attitude and positive approach to work 
• Capable of multitasking and an experienced problem solver, able to think laterally about issues

BENEFITS & REWARDS

The most enduring professional relationships are reciprocal relationships.  The Maples Group prioritises employee health and wellbeing. Depending on your location, we offer a range of benefits, including:

• Comprehensive health coverage (medical, dental and optical)
• Competitive vacation packages
• Educational assistance and professional development programmes
• Savings or pension plan
• Life insurance
• Travel insurance
• Global mental wellness programme
• Sports clubs and social events

ABOUT MAPLES GROUP

Over five decades, the Maples Group has grown from modest beginnings into one of the world's preeminent professional services firms, offering specialised fiduciary, fund administration, regulatory and compliance, entity formation and management and legal services on the laws of the British Virgin Islands, the Cayman Islands, Ireland, Jersey and Luxembourg.

You can learn more about the Maples Group on our corporate website.  Experience our culture and our people on our Careers Page or on LinkedIn.

Maples’ standard policy to undertake various background screening checks, including criminal records checks, on all applicants to whom a conditional job offer is made. Maples will only ask applicants to disclose a past criminal conviction when a conditional job offer is made. If you have a criminal record it does not mean that your job offer will be automatically withdrawn. Maples will make all job offer decisions on a case by case basis and will take a number of factors into account, such as the role that you are applying for and the nature and circumstances of the past offence. You will have the opportunity to discuss the matter with Maples before a decision is made.

Disclaimer: All personal information collected during the application process will be used for recruitment-related purposes only. Please refer to our Job Applicant Privacy Notice at maples.com/privacy for details on how we handle personal information relating to job applicants.