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Overview of Role: Our client based in Co Louth/ Meath/ Cavan/ Monaghan/ Dublin is seeking a
Help Desk Technician on a full-time permanent basis.
Role Overview
The key objective of the position is to provide Help Desk Technician services throughout the group of companies worldwide including:
Review and process of all open user requests according to the agreed support and escalation procedures
Perform initial incident/issue troubleshooting and escalate to appropriate IT teams.
Assist in the preparation and distribution of all key indicator's reporting within IT
Main Duties
Service Desk Management in accordance with agreed service levels and key indicators provide: 
1 st level support to end users — including working with user to resolve issue — Role is not simply to log or track calls.
Incident support / updates / escalation as required to / from end users
Systems operations support (user admin, backups, printing etc)
Advice to users on any issues that may arise e.g., non-standard hardware, non-standard 
software, IT procurement questions
Technical Support
Provide 1st level support services
Assign issue severity and escalate incidents/problems as appropriate 
Execute scheduled routines as defined by Infrastructure Manager
Track issue prioritisation and resolution management
Coach users on problem resolution and reduce repeat occurrences
Be committed to change and understand the implications on processes and people
PC / Laptop Build & Deployment — Ownership of PC builds, preparing PCs with company SOE and deployment to customer base.
Troubleshoot Laptop/Desktop hardware faults — logging to 3rd party when necessary
Support of group wide handheld devices including mobile phones
Peripheral Hardware support — Printers, Handheld Scanners, Photo-Copiers etc
Training & Documentation
Support preparation and maintenance of hardware and software related technical specifications
Support preparation and maintenance of technical policies and procedures
Support preparation and maintenance of operating, maintenance and training documents for end users
This is not an exhaustive list and is subject to change and amendment.
Competencies to perform the role
Perceptive and commercially aware
Proficiency in spoken and written English
Understands software design & functionality
Provide 1st level support & training
Installation & support of systems including (but not limited to) o Windows Active
Directory Microsoft Exchange o Sophos Endpoint o Veritas Backup Exec o Cisco
Webex / MS Teams of Cisco call manager
Network support - IP conflicts, DNS, routing issues etc
Experience and Qualifications
3rd level IT qualification or relevant business experience
Minimum of 1 year in IT Service desk function
Performing the role in line with the Cultural Values:
You will be required to provide support outside normal working hours to ensure business continuity 24/7/365 as part of an IT team rota. This includes onsite coverage over Bank Holidays
Some travel to other sites may be necessary
The above accountabilities are not exhaustive and you may be required at the Company's discretion to undertake other duties from time to time
There are multiple systems, companies and levels of technical skills from the user base to be supported. The ability to think on your feet, outside the box and to diagnose the actual issue and not necessarily what's been reported is a major requirement of this role.
If you are interested in the above role, please apply to job reference KR/561 on www.recruitmentbureau.com.
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