Level 1 Service Desk Engineer (Helpdesk)

  • Dublin South
  • Negotiable
  • Full Time

Description

Our client is actively looking for a 1st level Service Desk technician for a permanent role based in their offices in Dublin.

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.

Responsibilities:

  • Provide 1st level response to technical software and hardware incidents for all 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.
    • 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.
  • Adaptable/flexible-to cover a 7.5-hour shift between 7:30am-6:00pm.

Knowledge of:

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

Essential Skills:

  • BSc degree in Computer Science
  • ITIL Foundation-preferred
  • Minimum 1-year experience in a Service Desk environment
  • A+ certification-preferred
  • MCSA/MCITP certification desirable
  • Full Irish Drive license and own transport required for travel to sites and other offices

If you feel you are a good fit for this role and would like to apply, then please send your update C.V and contact details through the portal provided.

 

 

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    Overview

    • CODHelp001xxx
    • Dublin South
    • Negotiable
    • Full Time
    • 1st of October
    • IT
    Colm O'Doherty

    Colm O'Doherty

    • colm.odoherty@sabeo.com