The anticipated salary range for this role is between and. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.
Role Description
We are currently looking for an IT Helpdesk Representative to join an energetic Global team in our Tralee office. The successful candidate will report to the Helpdesk Team Lead in the Tralee office. The overall role is to provide high-end quality customer service to our end-users located in North America and EMEA, assisting them their IT related issues and queries.
The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital.
The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company. The role involves working as part of a team in a Multinational Financial Services Company. Current hours of support begin at 7am through until 10pm Monday – Friday, working 7.5 hours each day on a shift rotation basis which changes each week. Occasional, planned, Saturday weekend work. We are a global support team and are open for business as usual for other regions during our bank holiday dates.
General Duties and Responsibilities:
1. Taking IT related calls from end users.
2. Managing a Self-Service ticket queue
3. Logging & managing these tickets through to resolution.
4. Supporting the Major Incident process.
5. Primary IT Contacts for the business.
6. Work with and support ad-hoc IT initiatives / projects.
7. Prepare and update Knowledge Articles as required.
8. Supporting Application teams with their Projects, queries and issues
9. Supporting during build and test weekends during the year (Scheduled test weekends)
10. On Call Rotation (Weekend)
11. On Site Desktop Support
12. IT Asset Management
13. Working with teams on process improvement (lean) ideas and assisting with automation to reduce manual work.
Essential Skills
14. Able to grasp new concepts quickly and efficiently
15. Willingness to learn
16. Highly self-motivated and ability to work on own initiative as well as under direction
17. Excellent attention to detail and proven analytical and problem-solving abilities
18. Experience working in a team-oriented, collaborative environment
19. Experience in working in a fast-paced environment, using multiple systems for their current role
20. Excellent written and oral communication skills including strong technical documentation expertise
21. Strong customer service orientation
22. Good interpersonal skills including empathy with users, active listening, patience and understanding
23. Ability to effectively prioritise and execute tasks in a high-pressure environment
Desirable experience
Previous IT Helpdesk experience and/or call centre experience.
Service Now (Ticketing system)
Citrix/virtual environments.
Active Directory (On Prem / Azure)
Knowledge of ITIL service delivery best practices
Automation and or scripting/coding.
Windows 10 and above
Supporting MS Office applications/O365
Remote Support Tools
Troubleshooting Hardware issues
iPhone user support
Knowledge of Apple Mac/iPad a plus
Foreign language skills (French, German, Japanese) a plus.
SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.