Overview
IT Service Desk Support – Level 1
Location : Dublin
Duration : 3 months + Extendable
Purpose of Role
1. The IT service desk team is responsible for supporting and maintaining IT systems and for providing efficient desktop & Application support to all business users.
2. The team is responsible for resolving any IT-related faults quickly and efficiently in-line with SLAs, which includes a broad range of queries.
3. Provide effective IT support services across all clients both onsite and remotely.
4. To ensure that all incidents are closed within SLA,
5. To ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded upon
6. Working with customers and internal teams to ensure operational and service excellence is delivered and maintained
Role and Responsibilities
7. Troubleshoot and resolve hardware and software problems
8. Provide initial customer support for custom line-of-business applications
9. Manage incidents using company standard tools and processes
10. Supporting and maintaining Windows 10 and 11 computers
11. Supporting Office client solutions
12. Escalation of IT issues within the team
13. Assisting users with new laptops and desktops
14. Installing authorised software
15. Asset Lifecycle Management
Incidents/problems
16. Provide exceptional Service support to the business
17. Work to SLA thresholds for incident(s), request(s) and problem(s)
18. Contribute to polices, processes and procedures.
19. Establishing a good working relationship with the business and customers
20. Install, maintain and support new applications.
21. Keep up to date with advancements in technology
22. Providing support for mobile devices
23. Providing support for printing
24. Perform any other reasonable duties consistent with the role as required.
Qualifications and Education Requirements
Mandatory:
25. Secondary School level qualification
Desirable
26. ITIL Certified
27. MSCA
28. Some post-18 education (Third Level Qualification)
Knowledge
Mandatory:
29. 1+ years working within a technical services support desk
30. Experience supporting Microsoft Office and newer
31. Understanding of ITIL framework
32. Experience supporting a corporate Microsoft Windows 7, 8 or 10 environments
Desirable
33. Previous experience using helpdesk applications
34. Active Directory administration
35. Knowledge of Exchange administration
36. O administration
37. TCP/IP network and general WAN/ LAN trouble shooting
38. Knowledge of MacOS, Linux, iOS/iPadOS/Android
Skills and Behaviours
39. High Standard of Incident and Problem management
40. Good organisational, time management and prioritisation skills
41. Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint)
42. The ability to communicate confidently and clearly to customers both face to face and over the telephone including at senior business level.
43. Works within the team and assists others, where required, to achieve a common goal
44. Holds one’s self accountable for performance standards and demonstrates and champions
behaviours in line with the service delivery strategy
45. Has excellent attention to detail
46. Remains calm and clear headed under pressure
47. Proactive approach to work and to continuous improvement
48. Listens to and is open to ideas and suggestions from others
49. Use initiative to ensure that high importance deadlines and SLAs are met
50. Takes every opportunity to go the extra mile for the company
51. Always willing to cooperate and assist
52. Understands impact of own behaviour and language on others and modifies as appropriate
53. Willingness to travel as required to other company sites for the purpose of onsite support