IT Helpdesk Analyst Tier 1

Who we are… 

At Wellington IT we provide the most successful range of Credit Union software in Northern Ireland/Ireland, currently moving billions each year and managing funds for more than 1 in 4 people. Our customers use our software to power every aspect of their financial services business from savings and loans, through to business intelligence, online banking, mobile apps, debit card services and ATMs. 

Wellington IT is part of Volaris, an operating group of Constellation Software Inc, a large corporate business based in Canada. Volaris acquires and strengthens Company’s within the markets they compete, enabling them to grow – whether that growth comes through organic measures such as new initiatives and product development, day-to-day business, or through complementary acquisitions. Our people are at the heart of everything we do, Wellington IT Offers fantastic learning programs, career growth opportunities, and a culture that’s all about continuous improvement. 

 
Your Mission 

To work as a member of our IT Helpdesk, serving as the initial point of contact for customer queries or issues via phone, email, or web, and providing effective troubleshooting and resolution support. 

Key Responsibilities (Including, but not limited to): 

• Diagnosing Customer technical issues; gathering the necessary information and performing standard, preliminary research using all relevant available resources 

• Documenting and updating Customer queries or issues in ticket management system and tracking incidents through to resolution/escalation 

• Identifying potential problems (via information gathering, ticket trends, etc.) and communicating information to Helpdesk Manager in a timely manner 

• Communicating with Customers in a clear, positive and professional manner 

• On occasion, joining our implementation teams in delivering projects including spending time on client site as applicable 

• Working very closely with the Helpdesk Team Lead to ensure the support team is delivering to agreed KPIs and SLAs 

• Performing any other reasonable duties as required by Management  

Skills & Experience 

• Experience in an IT Helpdesk or Credit Union role providing technical or problem resolution 

• Experience resolving Customer requests on the first contact where possible and where not , ensuring we action the request to the right team. 

• Proven Customer Support/Service experience or experience as a Client Service Representative  

• Track record of delivering “Best In Class” Customer Experience o Strong phone contact handling skills and active listening 

• Familiarity with CRM systems and practices 

• Customer orientation and ability to adapt/respond to different types of situations 

• Excellent written and verbal communication skills 

• Ability to multi-task, prioritise, and manage time effectively 

• Familiarity with Microsoft Suite of Applications (Word , Excel etc.) 

• Experience of diagnosing and solving problems  

• Currently holds independent right to work in Ireland and/or UK 

• Knowledge of our experience with the Credit Union market  

• Good understanding of retail banking IT systems infrastructure  

• Experience in retail banking/credit union operations 

• Experience in the use of SQL 

• Familiarity with Oracle forms would be an advantage 

• Basic coding in Linux or command prompt would be beneficial 
   

Competencies 

• Integrity 

• Energy & Drive 

• Initiative 

• Domain Expertise 

• Resilience 

• Execution 

• Customer Centric 

• Team Building 
   

Wellington IT Culture & Values 

• Commitment – We are committed to the success of our colleagues and customers 

• Teamwork - We do amazing things when we work as a team 

• Respect - We value and seek everyone’s contribution 

• Honesty - We are open and honest in everything we do 

• Positivity - We embrace and inspire positivity in each other 

• Leadership - We lead by example with our words, our actions and results 
   

What We Offer 

• Competitive base salary 

• Bonus Scheme 

• Annual leave (36 days incl your birthday off) 

• Training & Development (Internal & External) 

• Market leading workplace pension Schemes

• Private Healthcare Scheme - AXA, UK & Laya ROI

• Enhanced maternity leave 

• Hybrid Working

• Flexible start / finish times 

• Family related benefits