Information Technology

IT Service Support

Permanent

Eden Recruitment

IT Service Support Ireland, Leinster

IT Service Support
Our client is one of the leading institutional brokers and corporate finance houses, they are one of the largest wealth management firms in Ireland. Over the years, they have gained considerable knowledge and expertise in Irish and International investment markets and established a reputation built on expertise, innovation and most importantly trust.

They are currently looking for IT Service Support with 1-2 years experience to work on L1 and L2 issues across hardware and software.

This role is based in Dublin.

Responsibilities

  • Report directly to the IT Service Delivery Manager.
  • Always represent in a professional manner, promoting a positive image for the department and building strong working relationships with users.
  • Act as the first point of contact for all IT issues / queries across all supported platforms.
  • Provide 1st and 2nd level support on all IT Issues / queries across all supported platforms (hardware & software) via both remote connections and desk side visits.
  • Assist in the operation of an efficient IT Service Support phone line over which users can log all IT issues.
  • Assist in the operation of an efficient IT Service Support mailbox through which users can log all IT issues.
  • Log, track, & update all calls received via phone & email within the proprietary IT Service Support call logging tool.
  • Attend daily & weekly meetings with IT Service Support team to highlight issues and identify trends.
  • Update and maintain a detailed documentation database which forms the support hub for the IT Service Support team
  • Communicate all major service outages to the business via email and ensure users are kept informed on the outage right through till resolution.
  • Liaise with internal teams and 3rd party providers in relation to IT issues / queries on infrastructure, applications etc.
  • Flexibility to remain onsite after rostered hours to ensure resolution of key issues if required.
  • Assist Facilities with Desk Moves, power downs etc.
  • Assist IT with projects, key initiatives as required.
  • Be available to facilitate out of hours work i.e. Weekday, Weekends and/or public/bank holidays as required

 

Requirements

  • A strong understanding of the concept of troubleshooting with experience in investigating, identifying, replicating, and resolving issues on a vast array of hardware and software platforms.
  • Knowledge and experience of providing high quality customer service to a diverse user base.
  • Working knowledge of Windows Active Directory and administration of Windows OS.
  • Working knowledge of the administration & use of industry standard email platforms e.g. Microsoft Outlook / Office365.
  • Working knowledge and experience in the Microsoft Office suite of products i.e. Excel, Word, PowerPoint.
  • Working knowledge of ITIL level call logging tools and experience in managing call queue and workloads within same.
  • Working knowledge of IT Service Desk tools for remote issue resolution e.g. RDP etc.
  • 1-2 years prior experience in a similar role.
  • Third level Computer Science related degree essential or relevant experience.
  • Strong oral and written communication skills, with the ability to make a positive impact and to influence others to deliver service to the business.
  • Very high level of inter-personal and relationship building skills with a focus on delivering consistent levels of customer service.
  • Very high levels of accuracy and attention to detail are mandatory.
  • A commitment to high standards in the administration and operational tasks is essential.
  • A drive to deliver results and respond resourcefully to opportunities and challenges through dedication dependability and the taking of prompt action.
  • A high level of analytical ability with an innovative approach to problem solving and a creative mind-set towards the use of technology.
  • Ability to identify and analyse issues/problems, develop solutions, and use judgment to make sound and dependable decisions.
  • Ability to prioritise and plan to efficiently achieve goals and to be dependable in consistently delivering reliable results.
  • A commitment to the applicant’s own self-development and to that of others.
  • Strong oral and written communication skills, with the ability to make a positive impact and to influence others to deliver service to the business.

Tagged as: IT Service Support