Service Desk Technician

  • Dublin South, Dublin West
  • Negotiable
  • Full Time

Description

The Service Desk Technician role is responsible for the customer facing and 1st line support role within the Service Desk, on a day to day basis and to provide support and feedback to the Management & team coordinator in the running of the department.  The role also ensures that incidents and requests are processed within our service level agreements and resolved to customer satisfaction.

 

Duties include:

  • Provide 1st level response to technical software and hardware incidents
  • Group users, to agreed service levels both in terms of performance and customer satisfaction.
  • Liaise with 2nd level technical support staff to ensure support response times are within agreed limits
  • Installation and configuration of approved hardware, software and mobile devices
  • Creating, updating and flagging knowledge base articles as required
  • Clearly communicate technical solutions in a user friendly and professional manner
  • Keep users informed of call status if requested.
  • Site attendance as required
  • Delivers, Tags, sets up and assists in the configuration of end user PC hardware, software and peripherals.
  • Co-ordinates timely repair of PC equipment covered by 3rd party vendor maintenance agreements.
  • Escalation of issues to the Service Desk Management team

 

Ability to be:

  • Accurate whilst following documented processes and policies
  • Adaptable/flexible-to cover a 7.5-hour shift between 7:30am-6:00pm.
  • Customer and service orientated
  • Highly driven and have a professional/determined/positive mental attitude.
  • Willing and capable to work well independently and within a team environment. Has capacity to inspire and motivate others.
  • Effective communicator with all levels of the business
  • Analytical thinker, with a systematic approach to decision making and problem solving, whilst under pressure
  • Demonstrates drive and commitment

 

Knowledge of:

  • Desktop Operating Systems
  • Basic hardware for PC’s
  • Basic Active Directory preferred
  • Basic Office 365 administration
  • Service Management system

 

Skills:

  • ITIL Foundation-preferred
  • Minimum 1-year experience in a Service Desk environment
  • A+ certification-preferred
  • MCSA/MCITP certification desirable

 

Driving:

  • Own transport required for travel to sites and other offices

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Overview

  • BC09102019
  • Dublin South, Dublin West
  • Negotiable
  • Full Time
  • 9th of October
  • IT
Brian Cassidy

Brian Cassidy

  • brian.cassidy@sabeo.com

EXCELLENCE IN IT RESOURCING

FOR MORE INFORMATION ON OUR SERVICES, PLEASE CONTACT SABEO
DIRECT ON 01 406 4600 OR BY EMAILING INFO@SABEO.COM

EXCELLENCE IN IT RESOURCING

FOR MORE INFORMATION ON OUR SERVICES, PLEASE CONTACT SABEO DIRECT ON 01 406 4600 OR BY EMAILING INFO@SABEO.COM

The Courtyard,
Carmanhall Road, Sandyford,
Dublin 18
email: info@sabeo.com
phone: +353 (0) 1 406-4600

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