Helpdesk Support Level 1

Job Category:
Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
1-5 Years
Area:
South Ireland
Location:
Shannon
Salary:
€20,000 to €25,000 per annum
Posted:
26/09/2017
Recruiter:
FRS Recruitment
Job Ref:
FRS25563

Description

The Helpdesk Analyst role comprises of technical support responsibilities for bepsoke Software solutions The person will be involved in the day-to-day provision of 1st Level support to existing clients.

Responsibilities :

* The person will ensure that incoming tickets are effectively managed and assigned for resolution in a timely manner.
* Troubleshoot issues or standard requests or escalating such issues
* Logging and taking ownership of all incidents, requests and other ticket types requested
* Coordinate the communication and resolution process around critical tickets like Priority ONE incidents.
* Document issue resolution information and relevant knowledge bases.
* Expand technical knowledge of currently supported Software Solutions with the goal of being able to resolve more challenging tickets on first contact.

Requirements:

* Hold a 3rd Level qualification in an IT related field.
* Create a positive support experience and build strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling users with a professional manner
* Propose opportunities for improvement to reduce the impact of incidents
* Inform the IT Manager, in a timely fashion, of any situation that may affect the delivery or quality of service to end users.

Contact Details:
FRS Recruitment
Tel: 00353 867838584
Contact: Carl Casey

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