Service Desk Engineer Level 1

realTime Recruitment

Cork
Permanent
Full-time

16 days ago
Apply easily

The Service Desk Technician role is responsible for the customer-facing and 1st line support role within the Service Desk, on a day-to-day basis, and provides support and feedback to the Management & team coordinator in the running of the department. The role also ensures that incidents and requests are processed within our service level agreements and resolved to customer satisfaction.Duties include:
- Provide 1st level response to technical software and hardware incidents for all Group users, to agreed service levels both in terms of performance and customer satisfaction.
- Liaise with 2nd-level technical support staff to ensure support response times are within agreed limits.
- Installation and configuration of approved hardware, software, and mobile devices
- Creating, updating, and flagging knowledge base articles as required
- Clearly communicate technical solutions in a user-friendly and professional manner
- Keep users informed of call status if requested.
- Site attendance as required
- Delivers, Tags, sets up, and assists in the configuration of end-user PC hardware, software, and peripherals.
- Co-ordinates timely repair of PC equipment covered by 3rd party vendor maintenance agreements.
- Escalation of issues to the Service Desk Management teamAbility to be:
- Accurate whilst following documented processes and policies
- Adaptable/flexible-to cover a 7.5-hour shift between 7:30 am-6:00 pm.
- Customer and service orientated
- Highly driven and have a professional/determined/positive mental attitude.
- Willing and capable of working well independently and within a team environment. Has the capacity to inspire and motivate others.
- Effective communicator with all levels of the business
- Analytical thinker, with a systematic approach to decision-making and problem-solving, whilst under pressure
- Demonstrates drive and commitment
- Work independently and take ownership of role and responsibilitiesKnowledge of:
- Desktop Operating Systems
- Basic hardware for PC's.
- Basic Active Directory preferred
- Basic Office 365 administration
- Service Management systemContact Shane to chat in more detail

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