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Service Desk Site Support Consultant

Dublin, , Ireland

Job Description:

Job Title: Service Desk Site Support Consultant


Corporate Title: Analyst

Location:  Dublin

Here in our Dublin office we are looking to recruit for a Service Desk Site Support Consultant within ETS. This role is required to support systems through maintenance, modification, and problem resolution to support ongoing delivery of services and/or operations to our revenue generating business users. The team provide support to BOFA Europe DAC exec members. With the increased number of telepresence meetings, board meetings, last minute Audio Visual requests, and high touch associated with supporting these exec members, this Tech Support Analyst will work alongside the existing Dublin ETS site support team to enhance the support provided to our clients.

Responsibilities will include but not limited to:

  • Engages in business impacting production incidents and end-user problem tickets to work through to resolution, including pc/laptop/thin client hardware, pc / Virtual desktop software, printer 1st level diagnosis, Audio Visual / Telepresence troubleshooting, Blackberry / Android / IOS mobility devices, network connectivity, etc.

  • Engages in change review meetings with BTG partners to ensure operational readiness for upcoming changes

  • Engages engineering teams for process and application improvement opportunities

  • Reviews system documentation for accuracy and update as necessary

  • Assists BTG partners in working through issues and engaging appropriate operational resources

  • Software and system fault diagnosis, analysis and fix

  • Ownership of all user problems through to completion

  • Risk awareness of technology and business impact

  • Assisting with other system related activities (IMAC)

  • Proactively keeps customer updated with problem status at all times

  • Identifying and reporting risk as appropriate in accordance with the guidelines provided

  • Engaging with technology partners & vendors on a day to day basis

  • When time allows you will be expected to provide your technical assistance to your branch colleagues if they require assistance. This assistance may also include travelling to other branch offices to provide backfill or project related assistance

  • Some out-of-hours and weekend work will be required

  • Ensure all multi-media / presentation rooms are maintained in good working order

  • Assist with support for multi-media broadcasting

The Team:

Team of 6 local engineers, working from 2 offices, who look after the IT requirements of approx. 900 staff. We are onsite hands of the EMEA Network / Voice / Printing / Storage / Server teams, and we assist these teams with day-to-day issues and project works. We also support the IT requirements of the Sweden based users who are based in Stockholm office. We interface daily with regional and global support teams and internal clients.

Team Rota in operation with 3 daily shifts - 7.30am-3.30pm, 8.30am-4.30pm, 10am-6pm.  NOTE: Some weekend work may be required.

Core Skills:

Behavioural Competencies:

  • Results Driven- individual must be able to drive incidents to resolution and through root cause analysis

  • Leverages Technology-must utilize multiple bank tools and systems to assess and understand supported environment

  • Demonstrates Analytical Ability-must be able to assist in resolution of complex issues during high pressure situations

  • Demonstrates attention to detail-must be able to look for anomalies in the environment that have caused or have the potential to cause operational instability

  • Communicates and Influences - must be able to communicate to and influence all levels of the organization especially with clients.

Technical Competencies:

  • PC/Thin Client/Desktop Support knowledge including Windows Office Suites and core application suites including Windows 10

  • Market Data troubleshooting experience including Bloomberg

  • Monitoring Windows/Network file-share quotas

  • Mobile connectivity

  • Excellent Telephony / Audio Visual troubleshooting capabilities and ability to quickly diagnose / isolate campus wide related issues

  • Powershell, Python scripting an advantage

  • Monitoring utilization of LAN / WAN network links

  • Set-up and support of multi-media broadcast events, both internal and external

Bank of America

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time


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Check out the Dublin office

Located at the foot of the Dublin Mountains, we enjoy a relaxed setting within short commute to Dublin city centre, historic landmarks and countryside getaways.

4 colleagues walking and smiling
A modern conference room
A river with bridge

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