Desktop Support Level 2

  • Cork, Dublin West
  • Negotiable
  • Full Time


Service Desk Technician Level 2

Permanent fulltime


The Desktop Technician is responsible for the customer facing and 2nd line support role within the help desk, on a day to day basis and to provide support and feedback to the Support Team Leader and Management in the running of the department.


Duties include:

  • Provide 2ndLevel technical software and hardware problem resolution to all users, to agreed Service Levels both in terms of performance and Customer Satisfaction
  • Provide 2ndlevel technical support on all applications within the group
  • Liaise with 3rd level technical support staff to ensure support response times are within agreed limits
  • Clearly communicate technical solutions in an user friendly and professional manner
  • Keep users informed of call status if requested.
  • Provide 1:1 training as required by the user
  • Delivers, Tags, sets up and assists in the configuration of end user PC desktop hardware, software and peripherals.
  • Co-ordinates timely repair of PC equipment covered by 3rdparty vendor maintenance agreements.
  • Performs desktop hardware repair for PC computers as required
  • Maintenance of documentation for procedures and policies in line with IT standards
  • Assist in the definition of Group wide Standards for PC Hardware and peripherals.
  • Assist in the procurement of IT Hardware and Software to Group IT standards and the maintenance of our IT Asset Management procedures.


Ability to be

  • Adaptable/flexible.
  • Customer and Service Orientated
  • Highly driven and have a professional/determined/positive mental attitude.
  • Willing and capable to work well within a team environment. Has capacity to inspire and motivate others.
  • Effective communicator.
  • Analytical thinker, with a systematic approach to decision making and problem solving.
  • Demonstrates drive and commitment


Knowledge of

  • Microsoft Windows Operating Systems
  • Microsoft Server
  • Understanding of switching, firewalls and routing
  • Experience with Office 365, SharePoint, Skype for Business



  • ITIL Foundation
  • Minimum 3-5 year experience in a Service Desk environment
  • MCP certification desirable


  • Driving license required
  • Own transport preferred for travel to sites and other offices


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    • Sabeo448
    • Cork, Dublin West
    • Negotiable
    • Full Time
    • 6th of January
    • IT
    Amita Betgerikar

    Amita Betgerikar