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Service Desk Agent

I.T. Alliance N.I. Ltd

Posted on May 26, 2022 by I.T. Alliance N.I. Ltd

Dublin, Ireland
IT
3 May 2022
€140 - €150 Annual
Contract/Project

The Role & Key Responsibilities:

  • Serve as the single point of contact for end User ICT requests and support issues
  • Respond to IT requests from all emails, portal, and telephone within the agreed targets
  • Log and assign all IT requests and work requests accurately in the Apex IT ticketing system
  • Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools
  • When required assign tickets to the relevant team member or external IT suppliers and liaise with the resolver until completion
  • Communicate clearly to users in a timely and polite manner and keep the end user-informed of the progress of IT requests at all appropriate times
  • Follow standard operating procedures (SOPs) for incident management
  • Manage creation, modification, and deletion of users account management (FTP, Active Directory, file permissions) and perform clean-up projects of user profiles, files, email accounts
  • Supporting application such as Microsoft O365, conferencing tools such as GoToMeeting, Microsoft Outlook and email archiving tools.
  • Highlight and report all major IT issues and risks to Service Manager in a timely manner
  • Research, test and implement new systems to improve efficiencies and satisfy user requests
  • Provide basic PC installations and configuration tasks
  • Provide on-site support when required
  • Other duties in support of the Service Desk, as assigned by the Service Manager.

Skills Required

  • Successful completion of a bachelor's degree in information technology or equivalent education
  • Proven experience in a similar position
  • Team-player and willingness to go the extra mile'
  • Ability to set priorities, be flexible and highly accurate
  • Excellent communication skills in English (both verbally and written); German and any other European language advantageous

Reference: 1608137543

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