The anticipated salary range for this role is between and. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.
Role Description
We are currently looking for an IT Helpdesk Representative to join an energetic Global team in our Tralee office. The successful candidate will report to the Helpdesk Team Lead in the Tralee office. The overall role is to provide high-end quality customer service to our end-users located in North America and EMEA, assisting them with their IT related issues and queries.
General Duties and Responsibilities:
* Taking IT related calls from end users.
* Managing a Self-Service ticket queue.
* Logging & managing these tickets through to resolution.
* Supporting the Major Incident process.
* Primary IT Contacts for the business.
* Work with and support ad-hoc IT initiatives/projects.
* Prepare and update Knowledge Articles as required.
* Supporting Application teams with their Projects, queries and issues.
* Supporting during build and test weekends during the year (Scheduled test weekends).
* On Site Desktop Support.
* IT Asset Management.
* Working with teams on process improvement (lean) ideas and assisting with automation to reduce manual work.
* Able to grasp new concepts quickly and efficiently.
* Willingness to learn.
* Highly self-motivated and ability to work on own initiative as well as under direction.
* Excellent attention to detail and proven analytical and problem-solving abilities.
* Experience working in a team-oriented, collaborative environment.
* Experience in working in a fast-paced environment, using multiple systems for their current role.
* Excellent written and oral communication skills including strong technical documentation expertise.
* Good interpersonal skills including empathy with users, active listening, patience and understanding.
* Ability to effectively prioritise and execute tasks in a high-pressure environment.
Previous IT Helpdesk experience and/or call centre experience is required. Experience with Service Now (Ticketing system), Citrix/virtual environments, Active Directory (On Prem / Azure), knowledge of ITIL service delivery best practices, automation and/or scripting/coding, Windows 10 and above, supporting MS Office applications/O365, remote support tools, troubleshooting hardware issues, iPhone user support, and knowledge of Apple Mac/iPad is a plus. Foreign language skills (French, German, Japanese) are also a plus.
SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.
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