End User Technology Build Specialist - 12-month FTC
Location: Dublin, IE
Description:
* Full Time 12-month Fixed Term Contract position
* Hybrid role based in our City Centre offices
What we offer
We have embraced a hybrid working model for most of our positions, which means that you can enjoy a balanced approach of working from home for part of the week and working from the office for the remainder of the week.
We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension and comprehensive Wellbeing initiatives and support to name but a few.
Role Overview
In this role you will be responsible for laptop & desktop builds, 1st and 2nd level support through various channels, incident investigation and diagnosis, request fulfilment, software licensing and procurement as well as the maintenance of the knowledge base.
Team Background
* This role sits within our End User Technology team and reports to our Service Centre Manager.
* The team has responsibility for the provision and support of endpoint hardware and software for approximately 7,000 users across Europe, and has an onsite presence in offices in Ireland, Germany and the UK.
What you will help us to achieve
* Completion of builds of laptops and desktops to specified standards.
* Packaging and installation of additional software on devices as required.
* Management of build schedule to meet target dates for new starters, break/fix replacements and hardware refresh requests.
* Ensuring build images and procedures are working correctly and are regularly updated to meet security, compliance and business standards.
* Ensuring returned devices are properly decommissioned, returned to stock or repaired by manufacturer warranty.
* Management of device stock to maintain agreed stock levels.
* Organisation of onsite device collection and dispatch to remote users.
* Adherence to hardware and software asset management procedures through ServiceNow and related systems.
* Provision of end user support through onsite Techbar and online Portal.
* Continuous improvement of processes to increase efficiency, automation and traceability for end users.
* Maintaining accurate records of incident and request progress and resolution.
* Maintaining technical and departmental procedures in the Knowledge Base.
What you will need to be successful in the role
* At least 2 years' experience in a related technical support role.
* A third level IT or Business qualification.
* Hands on experience of device imaging and build through MECM (SCCM).
* Good working knowledge of IT business technologies; Windows O/S, PC hardware, Networks, Microsoft 365 and major cloud & on-premise business applications.
* Experience of enterprise endpoint management tools such as InTune and Active Directory.
* Good scripting skills using PowerShell or equivalent.
* Experience of ServiceNow or an equivalent ITSM system.
* Excellent problem solving and troubleshooting skills.
* Strong documentation skills and adherence to key ITIL processes.
* Excellent communication skills (written and verbal).
* Motivated to deliver a first-class customer service.
* Proven ability to self-manage and report on workload.
Key Competencies
* Delivering Superior Customer Satisfaction
* Problem Solving & Decision Making
* Innovation and Change
* Drive for Results
* Team Working & Cross Functional Collaboration
About us
Canada Life Group is the top-level European holding company for Great-West Lifeco’s European insurance, reinsurance, and asset management companies, with business operations in the UK, Ireland, Germany, and the Isle of Man.
Canada Life Group Services is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued. We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported.
If you require any accommodations during the recruitment process please contact lifecareers@irishlife.ie and we will be delighted to ensure you are fully supported to be your best.
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