IT Help Desk Agent
Application Deadline:
12 June ****
Department:
Information Technology
Employment Type:
Permanent - Full Time
Location:
10 Earlsfort Terrace, Dublin 2, D02 T380
Reporting To:
IT Helpdesk Manager
Description
This role is part of the Information Technology department at Arthur Cox LLP.
The team provides 24/7 end-user support and handles on-call duties after initial training.
The primary responsibilities include troubleshooting hardware and software issues, escalating complex cases, managing user accounts, and maintaining documentation.
Key Responsibilities
Serve as the main point of contact for internal staff, providing customer-focused frontline support remotely and on-site.
Follow ITIL-aligned service desk procedures and meet agreed service level agreements.
Troubleshoot and resolve common hardware, software, and connectivity issues including endpoint hardware, Windows 11, macOS, iOS, Office 365, and business applications.
Escalate complex issues to Level 2/3 support teams as appropriate.
Assist users with account management, password resets, and MFA support.
Log and track all user requests, incidents, and problems in the ITSM tool, maintaining detailed ticket notes and knowledge-base articles.
Help with new-user setups, onboarding, inventory management, staff training, and routine tasks.
Skills, Knowledge, and Expertise
Degree in IT, Computer Science, or relevant field, or equivalent work experience.
2-3 years of experience in a help desk, service desk, or similar IT support role.
Good knowledge of personal computers, Windows Operating Systems, and Microsoft Office 365.
Hands-on experience with remote desktop tools, Active Directory, and MDM tools.
Familiarity with IT Service Management (ITSM) software.
Certifications (Desirable):
CompTIA A+
CompTIA Network+
Microsoft 365 Certified: Fundamentals (MS-900)
Or equivalent Microsoft qualifications
Skills and Competencies
Excellent interpersonal, written, and verbal communication skills in English for both technical and business audiences.
Collaborative mindset, able to work independently or as part of a diverse team.
Proactive, flexible, and adaptable disposition with attention to detail.
Innate curiosity and a willingness to continuously learn and evolve skills.
Ability to complete assignments with minimal direction.
Strong attention to detail and methodical approach.
Continuous improvement mindset, critically evaluating processes and technology.
Soft Skills
Excellent communication with the ability to elicit problem details from end users and explain technical concepts.
Collaboration and teamwork skills.
Ownership and proactive engagement with tasks.
Customer-focused commitment to exceptional service and satisfaction.
Problem-solving skills and ability to work under pressure.
Additional Competencies
Customer Interaction – engage with customers to resolve escalated issues effectively.
Ownership – proactive, hands-on teamwork and responsibility for work.
Communication – build rapport and explain technical concepts to non-technical users.
Problem Solving – analytical and critical thinking to develop effective solutions.
Team Player – willingness to share knowledge and support colleagues.
Customer Focused – ensuring high satisfaction.
Benefits
We offer competitive compensation, opportunities for growth, and a range of benefits:
Competitive salary and bonus structure.
25 days annual leave.
Immediate pension scheme.
Comprehensive health and wellness benefits including full gym and wellness programme.
TaxSaver and Bike to Work scheme.
Opportunities for involvement in internal committees.
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