Job Description
Servicedesk Agent - Maynooth University Unijobs DAC are currently recruiting a Servicedesk Agent to work in the Department of IT Services in Maynooth University. We are looking for someone to commence ASAP and the contract will be length of 3 months initially. The working hours are 35 per week, fully on- site and the salary being offered ranges from €30,213 - €46,450. Job Description Maynooth University has an established IT Service Desk and are now looking to expand an established team. The Service Desk is a central point of contact for staff and student queries. The Service Desk responds to routine queries and escalates Service Desk tickets to the appropriates teams within IT Services. The Service Desk also provides support to other teams within IT Services and throughout the University to provide a first level response to all queries The Service Desk manages tickets through a ticket logging system in a central fixed location within the Eolas building, IT Services. The Service Desk Team provide 1st line support across a range of ICT services through service desk. Principal Duties In general, the post-holder will have responsibility for a variety of IT duties and responsibilities including: Logging and triaging incidents/requests from customers via various channels, ITSM (IT Service Management) system, email, telephone, or in person. Following incidents/requests through to conclusion, within agreed service level agreements including responding to, recording, prioritising, and managing these in a timely manner once logged on the service desk system. Liaise with and allocate incidents/requests to 1st and 2nd line support areas across IT Services to agreed procedures. Communicating information clearly to all IT Service Desk customers, in person, via email and telephone, in response to calls logged. Following and adhering to IT Service Desk processes, procedures and following escalation processes and other matters as appropriate. Contributing to IT support information e.g. self-service documents, website information, knowledge base. Contributing to IT process development and improvement. Responding to 'how to' and information requests being aware of ICT policies. Provide advice and handle enquiries relating to support for standard IT security. Supporting any other duties or projects in IT Services as allocated by the User Support Manager Unijobs DAC is an equal opportunity employer. Skills: Hardworking Reliable and Dependable