Level I IT Service Desk Agent
- Employer
- Manpower Ireland
- Location
- Dublin
- Salary
- EUR26000 - EUR27000 per annum
- Closing date
- 9 Jun 2021
As an IT Service Desk Agent, you will act as the first point of contact for all internal employees for infrastructure-based issues.
Using a phone and ticket system, you will ensure the IT Incidents are resolved and Services Requests are fulfilled within a given SLA.
This is carried out in process driven environment by utilizing our Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.
EXPECTATIONS AND TASKS
- Fully qualify all incoming IT calls, chats and support tickets in adherence to the agreed SLA
- Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base
- Effective dispatch to the correct organization and resolver group
- Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams
- Highlight all potential major incidents and problems to the respective service and problem managers
- Ensure compliance with all security standards and policies
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
- 3rd Level Qualification - Cert, Diploma, Degree in IT related discipline ß ITIL process knowledge would be a benefit
- Customer Focus
- Quality Focus
- Teamwork
- Problem solving ß Multitasking
WORK EXPERIENCE
- 6 - 12 months experience in an IT support centre or related support environment,
- Strong Knowledge of Outlook email connectivity
- Password administration
- RSA securID hard token and soft token administration
- Networking - VPN, Proxies, LAN and WLAN, Direct Access
- Mobility - iPhone, iPad, Android and Exchange Active Sync
CONTRACT = 23 Months
HOURS = 37.5 per week / Full time
MONDAY to FRIDAY position
REQUIRED = A valid permission to work and reside in the Republic of Ireland, e.g. Stamp 4 or EU passport.
START DATE = ASAP
For further information on this opportunity, please send your CV today!
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