Helpdesk Support Engineer
Dublin, County Dublin, Ireland
What will you do?
* Provide L1 & L2 technical support to internal users
* Use the central ICT Helpdesk system (JitBit Helpdesk) in logging all calls whether made through the site, by email or over the phone.
* Assist in the categorisation of all ICT related tickets (e.g., events, incidents, problems, and requests) for efficient resolution and detailed reporting.
* Fully update all resolution details and feed into the central knowledge base where complex or common issues are being resolved.
* Resolve all tickets within defined and agreed Service Levels.
* Provide desk side support services and utilised remote support system to provide support to users remotely.
* Route all tickets that cannot be resolved by the Resources to their appropriate resolver groups within the ICT Unit or external service provider.
* Provide monthly reporting on all ICT Service Levels and performance of the ICT Helpdesk and associated resolver groups.
What do you need?
* 2+ years experience in a similar role
* Microsoft 365 Applications Office / 365 Sharepoint / MS Teams
* Windows Server / Operating Systems Support
* File Server / Print Management
* Endpoint Security (MS BitLocker / Symantec AV)
* Laptop Hardware Management (Configuration / Imaging using WDS and Co-Pilot
Seniority level
* Entry level
Employment type
* Contract
Job function
* Information Technology
Industries
* Computer Networking Products, Desktop Computing Software Products, and Information Services
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