Dublin, Ireland
Responsibilities
Respond to queries raised via a national telephone number, email, and through Service Manager
Take ownership, troubleshoot, and seek to resolve to completion all reported IT issues
Liaise/escalate calls to the National IT teams and Regional Managers as appropriate
Support the management of our IT fixed assets.
Manage software installations on endpoints using a combination of Microsoft Endpoint Configuration Manager and local installations, on a Windows 10 Enterprise Platform
Assist users in access to, and use of, all relevant applications
Configuration and maintenance of network printing and multi-function devices
Assist the National Technology team in the deployment of new software, and resolution of any local issues relating to LAN/WAN
Apply patches and updates as directed by National Technology
Maintain security of the systems as defined by the Director of National Technology
Applying the Starters/Leavers Process in conjunction with the People Team
Provide user help/training via a variety of resources
Promote and implement only National IT Standards as set by National Technology, and ensure they are complied with
Provide regular on-site visits to offices as agreed with Regional Managers
Regular updates on progress to the Regional Managers
Identify, create, and update Knowledge Base articles, where relevant
Support and maintenance of AV enabled meeting rooms
Perform regular inspection of the Communications room equipment and environment
About the ideal candidate
Excellent communication skills – particularly telephone and written
Experience of working in a professional practice environment
Comfortable in the provision of support in a cloud‑first environment where all servers and application are hosted in Azure
The ability to assess each User’s level of IT knowledge and be able to deal with or adapt assistance to match
Familiar with the maintenance and administration of applications
The use of a centralised helpdesk call‑logging environment
A good understanding of IT/Data Security policies and procedures and reporting/escalating any non‑adherence.
Good knowledge of Microsoft Office 365 is essential
Good problem‑solving and diagnosis skills
Able to prioritise and manage conflicting demands
Familiar with wireless networks and networking
Use of Audio/Visual equipment and installations
Ability to work to tight deadlines.
Have a maximum of 5 years’ experience in a similar role.
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