Job Description
Managed Services IT Support Level 1 / 2 role located in PWC Dublin 1. Responsibilities may include, but are not restricted to: Role: Prioritise, manage and responding to Managed Service helpdesk calls to meet required SLAs. Establish and build on good working relationship with customers. Troubleshoot and if required, referral of hardware faults to third parties. Install and configure computer hardware and peripherals, operating systems, and applications. Liaise with third party vendors for software\hardware installation. Deal with how to and information requests including data security and ICT policies Liaison with local and national ICT teams, e.g. Server and Network management to find root cause for recurring issues. Document new solutions Install individual software requests Install Lenovo hardware. Manage Lenovo warranty repairs. Manage Lenovo spare parts. Follow and adhere to ServiceDesk processes, procedures and follow escalation process and other matters as appropriate. Other Coordinate office activities to secure efficiency and compliance to procedures and processes Create and update SOPs Submit timely reports and prepare presentations/proposals as assigned. Assist colleagues as requested. Experience: Experience in working on an ITIL aligned Helpdesk is required. Strong Windows 10 desktop skills Management of Intune for deployments Hardware break fix on Laptops Business Competencies: Excellent written and oral communication skills Excellent teamwork and interpersonal skills. Proven ability to organise work with an organized manner Self-starter with a willingness to take responsibility The ability to interact with key stakeholders in a professional manner Education Third Level Education Qualification is preferable. IT industry certifications (Microsoft/Lenovo) Experience 1 2 years in a similar role Skills: Helpdesk Hardware Troubleshooting Software installation