Job Description
**ICT Helpdesk Support Specialist** **Job Summary:** Experienced ICT professional required to provide helpdesk and frontline support to staff, troubleshooting software and network issues, and escalating complex incidents to higher-level support. **Job Description:** The ICT Helpdesk Support Specialist will provide technical support to staff, troubleshooting software and network issues, and escalating complex incidents to higher-level support. The role involves: * Call management: Managing incidents and service requests within agreed Service Level Agreements (SLAs) * Call logging: Logging incidents and requests accurately, with detailed tracking of resolutions * Direct User Support: Troubleshooting software and network issues, ensuring minimal disruption to daily operations * Escalation Protocols: Efficiently escalating complex incidents to higher-level support when necessary * Preventative maintenance: Scheduling laptop healthchecks and reviews with users * IT stores management: Maintaining IT stock records and ensuring check-in/out procedures are followed * Record, respond to, and allocate resources to all 1st line support queries posed by users relating to PCs, peripherals, and the network * Providing onsite assistance for setup and access to local facilities * Providing frontline support for upgrades, new system access, or configurations as appropriate * Supporting the systems, database, and applications administrator with setup/removal of users on Windows/Active Directory/applications/SharePoint/email and allocating access rights, group membership, etc., to users * Installing and configuring PC software, e.g., operating systems, application/database clients, Office Professional, email, and networking/security software * Responding to 2nd/3rd line support queries related to PCs, peripherals, and the network * Identifying and resolving hardware and software problems * Providing assistance with licensed software packages * Providing technical support for selected local databases/applications * Providing backup services for the local area network servers and clients as needed * Offering in-house support for remote access software * Delivering IT awareness and training sessions as required * Ensuring all software on PCs is licensed, suitable for the network environment, and compliant with IT security policies * Ensuring compliance with IT procedures and policies **Requirements:** * Proven ability to diagnose and resolve hardware and software problems with PCs and peripherals * Experience providing support to users of Microsoft Office 365, Microsoft SCCM, Windows Server * Knowledge of network technology and administration, particularly Windows Server, Active Directory, and the Internet * Advanced knowledge of PC/Laptop/Tablets running Windows 10, OpManager/ServiceDesk, VoIP Avaya Office IP, Meeting room AV/IT integration requirements, Web conferencing/broadcasting using Teams/Zoom and Access Control/Secure Centralized Multi-Function printing * Educated to 3rd level or equivalent in a computer-related discipline * Desirable: Firewall/SharePoint/Juniper Administration, MCP/Cisco Certified training, Studying an ICT services related discipline **Note:** All applicants must have immediate availability to work in the EU.