Description
Service Desk Technician ( Level 1 & Level 2)
Permanent fulltime
Dublin/Cork
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
Skills:
- 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:
- Driving license required
- Own transport required for travel to sites and other offices
