Service Desk Technician (Level 1 & Level 2)

  • Cork, Dublin West
  • Negotiable
  • Full Time


Service Desk Technician ( Level 1 & Level 2)

Permanent fulltime


The role:

The Service Desk Technician role is responsible for the customer facing and 1st OR 2nd 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/ 2nd level response to technical software and hardware incidents for all Group users, to agreed service levels both in terms of performance and customer satisfaction.
  • 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



  • CompTIA  certification preferred for Level 1
  • ITIL Foundation preferred for Level 2
  • Minimum 1-year experience in a Service Desk environment
  • MCSA/MCITP certification desirable



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

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    • Sabeo892
    • Cork, Dublin West
    • Negotiable
    • Full Time
    • 18th of December
    • IT
    Amita Betgerikar

    Amita Betgerikar