Letterkenny Co Donegal

Not disclosed

The GBTS team work in a high profile, mission critical environment where early and appropriate responses are essential to providing critical technical support to the Prudential Infrastructure. This exciting opportunity will focus on supporting day-to-day monitoring and administration of applications as well communication with business partners & troubleshooting issues.

The candidate must be flexible in their attitude with the ability to meet the demands of business-critical deliverables. The successful candidate will be expected to develop a comprehensive knowledge of the relevant applications and become a subject matter expert (SME) in their discipline.  It will involve working with management as well as end users. 

We currently have positions within the following areas within the technical tower:


  • Service Desk Analyst: The analyst role involves dealing with various incoming requests, single user issues ,incidents, troubleshooting and data analytics for all GBTS Helpdesk support areas and requires highly technical as well as analytical skills. The analyst will be responsible for areas such as Quality, FCR, Process Reviews/Enhancement, Customer Satisfaction and Training. The technical support areas are wide-ranging and diverse, with a key focus on Office 365. The service supports a 24*7 however is shift based mainly working  to US core hours of 8am-4pm EST.
  • The successful candidate will be expected to develop a comprehensive knowledge of the relevant applications and become a subject matter expert (SME) in their discipline. The candidate must be capable of working independently or as part of a team, possess excellent communication skills (both written and verbal) and have the ability to work proactively

The Analyst will be responsible for:-

  • Troubleshooting customer issues
  • Monitoring and supporting User administration of applications
  • Monitoring of mailboxes
  • Queue Management and Importing Process Package Releases
  • Report Generation
  • Assist with documentation of SOP’s and Runbooks for the team and any additional end user documentation

Helpdesk Support for technical issues and end user assistance


  • Helpdesk experience working in a technical support role Tier 1 and Tier Two
  • Degree or Certificate in I.T. or related discipline is preferred
  • ITIL certifications.
  • At least 1 to 2 years of call center customer care experience.
  • At least 1 to 2 years experience with effective problem solving and acute attention to detail.
  • Escalation point for the team for any major technical issues/trouble shoot complex issues.
  • System administration experience desirable. 


  • Proven strong written and verbal communication and interpersonal skills.
  • Proven ability to work well with technical and non-technical staff across numerous areas. 
  • Ability to multitask and manage priorities with little supervision.
  • Must be able to remain focused and deliverable-oriented while working independently.
  • Ability to adapt and respond to changes in environment and priorities.
  • Ability to highlight and communicate the key components in a particular area.
  • Ability to identify and provide training for the team on a gap analysis basis.
  • Ability to lead, coordinate and manage projects.
  • Suggest and implement Process Improvements and Innovations.
  • Detail oriented with strong time management and organizational skills and ability to adapt.
  • Proven ability to work independently on multiple tasks with commitment and willingness to see issues through to resolution
  • Strong analytical thinking, attention to detail and customer focus
  • Self-starter with the desire to grow and excel in a dynamic environment.



  • Working knowledge of Windows 10 and Sharepoint
  • Desktop support experience