Job Overview
An Irish Government organisation is seeking an ICT Helpdesk Support Specialist to provide helpdesk and frontline support to staff in accordance with agreed ICT support service level agreements (SLA).
The role has a Hybrid attendance requirement, with on average 3 days onsite per week initially with the remainder remote.
Core Responsibilities:
1. Call management: All incidents and service requests are managed within agreed Service Level Agreements (SLAs).
2. Call logging: Incidents and requests are logged accurately, with detailed tracking of resolutions.
3. Direct User Support: Immediate troubleshooting for software and network issues, ensuring minimal disruption to daily operations.
4. Escalation Protocols: Efficient escalation of complex incidents to higher-level support when necessary.
5. Preventative maintenance: Scheduling laptop healthcheck/reviews with users
6. IT stores management: Ensure IT stock records are maintained against agreed re-order levels and check-in/out procedures
7. Record, respond to, and allocate resources to all 1st line support queries (direct, telephone, email, and help desk) posed by users relating to PCs, peripherals, and the network.
8. Provide onsite assistance for setup and access to local facilities, e.g., meeting room setups, MFP access, building access.
9. Provide frontline support for upgrades, new system access, or configurations as appropriate.
10. Support the systems, database, and applications administrator with setup/removal of users on Windows/Active Directory/applications/SharePoint/email and allocate access rights, group membership, etc., to users.
11. Install and configure PC software, e.g., operating systems, application/database clients, Office Professional, email, and networking/security software.
12. Respond to 2nd/3rd line support queries (direct, telephone, email, and help desk) related to PCs, peripherals, and the network.
13. Identify and resolve hardware and software problems.
14. Provide assistance with licensed software packages including Windows, Office 365 Professional, Adobe, Foxit, Internet Browsers, SharePoint 365, Teamsrooms, Zoom, Goldmine, Integra, Trams, Fortinet VPN/encryption, Phoneware/Call Pilot, etc.
15. Provide technical support for selected local databases/applications.
16. Provide backup services for the local area network servers and clients as needed.
17. Offer in-house support for remote access software.
18. Deliver IT awareness and training sessions as required.
19. Ensure all software on PCs is licensed, suitable for the network environment, and compliant with IT security policies.
20. Ensure compliance with IT procedures and policies.