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Job Description
Job Overview: ICT Helpdesk Support Specialist
Initial 6-month contract, potential for long-term role. Provide helpdesk and frontline support to staff, triage tickets, categorize and prioritize, engage with users to resolve issues based on SLA. Hybrid attendance requirement, 3-4 days onsite per week. Immediate start.
Core Responsibilities:
- Call Management: Manage incidents and service requests within agreed SLAs.
- Call Logging: Log incidents and requests accurately, with detailed tracking of resolutions.
- Direct User Support: Troubleshoot software and network issues, ensuring minimal disruption to daily operations.
- Escalation Protocols: Efficiently escalate complex incidents to higher-level support when necessary.
- Preventative Maintenance: Schedule laptop healthcheck/reviews with users.
- IT Stores Management: Maintain IT stock records against agreed re-order levels and check-in/out procedures.
Key Skills:
- Diagnose and resolve hardware and software problems with PCs and peripherals.
- Provide 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.
Qualifications and Experience:
- 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.
- Educated to 3rd level or equivalent in a computer-related discipline.
Immediate Availability: 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.