Level 1 Service Desk Support 12 month contract Dublin city centre/Hybrid Key Accountabilities Perform incident management on supported products and services.
Provide first line support to business users via webchat, phone and online channels.
Perform triage, resolve incidents and respond to queries on PC's, laptops, printers, mobile devices, and email and business applications.
Drive technical content and departmental procedures to the knowledge base.
Complete requests to install software and make changes to endpoint devices.
Adhere to agreed service levels and promote quality measures.
Maintain accurate records of incident and request progress and resolution.
Take responsibility for departmental functions or initiatives as directed.
Skills and Experience At least 1 years experience in a related technical support role.
IT, Computer Science or Business qualification.
Excellent inter-personal skills.
Good problem solving and troubleshooting skills.
Good working knowledge of IT business technologies; networks, servers, Windows operating system, PC hardware, Microsoft 365, MS Office and major shrink wrap business applications.
Microsoft Windows 10 and Microsoft Office.
Microsoft Active Directory.
i Manage document management system.
Windows Server 2012, 2012 R.
Experience of an ITSM ticketing tool such as Service Now.
Motivated to deliver a first-class customer service.
Handles challenges and difficult situations positively.
Willingness to learn and develop new skills.
Proven ability to self-manage and report on workload.