Service Desk Engineer required for support in the service desk onsite Dublin 1. The ideal candidate will have great communication skills (verbal/written) with a technical aptitude (preferably with professional experience) to do troubleshooting from simple to more complex IT issues using the Service Now ticketing system for logging cases.This role is onsite with some flexibility to work remotely as part of a 4 week rotational schedule.Once training has been completed the successful candidate will move into the rotation as per below.Mon-FriWeek 1: 7:00 – 15:30Week 2: 8:00 – 16:30Week 3: 8:00 – 16:30Week 4: 11:00 – 19:30Garda Vetting is requiredWhat will you be doing:Incident and Request Management: The service center agent is responsible for managing customer incidents and requests, including identifying the issue, logging or processing the incident or request at hand, and tracking the progress of the resolution process. All tickets will be managed via our IT Service Management software to ensure that our clients incidents/requests are processed in a timely fashion with due diligence.Technical Troubleshooting: Service Desk’s “Service Desk Agent” is responsible for using their technical knowledge to troubleshoot issues and provide solutions to customers. This may involve engaging with level 2 & 3 technical teams to resolve more complex issues, although P3 & P4 incidents will only be within the remit of the Service Desk team.Customer Communication: The Service Desk’s “Service Desk Agent” is responsible for communicating with customers in a professional and courteous manner, providing updates on the status of incidents and requests, and managing customer expectations. This may involve communicating with customers over the phone, email, chat, or in person.Knowledge Management: Being a core member of the Service Desk Team, The Service Desk Agent” is also responsible for managing and updating the knowledge base, which contains information about known issues, workarounds, and solutions to problems. This helps to ensure that technical teams can resolve incidents in an efficient manner.Escalation Management: The service center agent is responsible for helping to identify incidents that can evolve into Primary Incidents (P2, P1) and will in turn elevate these incidents to the appropriate Technical teams and Management to ensure these incidents are resolved within established service level agreements (SLAs).Processing requests via ServiceNow encompass administration of access/removal requests to various systems via (not limited to) AD, MS Exchange, RSA and Varonis.What experience & skills will you have:Problem solving aptitudeIT Qualifications (COMPTIA A+, CCNA or Equivalent Experience)Networking LAN knowledgeServiceNowOperating systemsSystem administration (AD, MS Exchange, RSA)Our Company, Auxilion – About UsWork matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
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