Service Desk Consultant
Department: Service Desk
Employment Type: Full Time
Location: Dublin
Description
We are seeking a customer focused Service Desk Consultant who has strong experience dealing with customers over the phone, via email and onsite.
In this role, the Service Desk Consultant will deliver high-quality support, spending three days per week onsite with our client in Dublin 22 and working remotely for the remaining two days.
The Service Desk Consultant will have the responsibility for all incoming incidents for this Customer.
Key Responsibilities
* Providing IT support to the Customers staff onsite in a professional and friendly manner.
* Respond to and accurately log, analyse, prioritize and solve (or escalate if required) I.T. incidents, always ensuring that the cases are updated.
* Providing PC troubleshooting for the Customers staff onsite using both remote-control tools and desk-side support.
* Escalating end user requests when required.
* Desktop/Laptop support & maintenance (Reimaging of computers).
* Providing software support for all applications used within the business
* Active Directory and Office 365 Tasks.
* General user support for office applications, Microsoft Office, Windows 10/11, iPhone / iPad and Corporate Mobile device/Smart Phone Support.
* Support and management of Multi-function devices.
* Actively seeking opportunities to improve the Customers IT systems and IT operations.
* Maintaining strong client relationships and delivering excellent Customer service.
* Completing assigned tasks on time and managing own workload.
* Communicating progress and issues both internally and to clients.
* Problem solving and good decision making is an essential part of this role.
Skills, Knowledge and Expertise
Essential:
* 2+ years working in a similar IT based Service Desk role
* Experience working in a high pressurised environment and ability to multitask
* Excellent understanding of a Service Desk atmosphere
* Candidate must be Customer focused with excellent customer service skills.
* Ability to work within a team
* Strong system, software and hardware diagnostics, fault finding and problem-solving ability.
* Experience of server implementations, device imaging and deployment, firewall and WAN technologies. Knowledge of Microsoft Exchange Server and other Messaging Environments. Experience of Microsoft Office 365 Services, Cloud Email, Office software licensing.
Desirable:
* Exposure to ISO standards an advantage
* ITIL certified, not essential but an advantage
* Exposure to Virtualised Environments (particularly Azure) is advantageous.
Skills/ Behavioural Competencies
* Results focused; competitive drive and ability to work under pressure while onsite with the Customer.
* Ability to prioritise and multi-task within the role.
* Demonstrate ability to quickly grasp and evaluate new systems/products.
* Excellent analytical and problem-solving skills.
* Good communication skills and ability to prioritise.