Job Description
**ICT Helpdesk Support Specialist** **Job Summary:** Experienced ICT professional required to provide helpdesk and frontline support to staff in a hybrid environment, with a focus on resolving technical issues and ensuring minimal disruption to daily operations. **Job Description:** The ICT Helpdesk Support Specialist will provide technical support to staff in a hybrid environment, with a focus on resolving technical issues and ensuring minimal disruption to daily operations. The successful candidate will be responsible for: * Managing incidents and service requests within agreed Service Level Agreements (SLAs) * Logging incidents and requests accurately, with detailed tracking of resolutions * Providing direct user support for software and network issues * Escalating complex incidents to higher-level support when necessary * Performing preventative maintenance, including scheduling laptop healthchecks and reviews * Managing IT stock records and ensuring compliance with agreed re-order levels and check-in/out procedures * Providing onsite assistance for setup and access to local facilities * Supporting the systems, database, and applications administrator with setup/removal of users on Windows/Active Directory/applications/Share Point/email and allocating access rights, group membership, etc. * Installing and configuring PC software, including 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 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, Op Manager/Service Desk, Vo IP 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/Share Point/Juniper Administration, MCP/Cisco Certified training, Studying an ICT services related discipline **Note:** All applicants must have immediate availability to work in the EU as our client cannot provide any kind of Visa or Work Permit sponsorship at present.