itContracting are pleased to be partnering with our client, a global leader in insurance, pensions and funds with a significant EMEA base in Dublin, in the hiring of a Level 1 Deskside Support Technician. This is an initial 6-month contract position based in South Dublin.
Reporting to the Service Desk Team Lead, the successful candidate will operate within our client's IT Service Desk Team, providing 1st level/ remote IT support to our client's end users in a fast-paced environment, supporting ~1,400 users across 4 locations in Ireland.
Strong communication skills coupled with a desire to provide excellent and seamless IT support services to end users are a must for this role.
Responsibilities:
* Provide level 1 IT support to our client's end users
* Analyse, identify and handle queries/ contacts received via Phone, Email and Self-Service Ticketing
* Respond to incoming contacts within defined SLA's
* Log Incidents and Requests accurately in the ServiceNow IT Service Management Tool
* Ensure call handling/ quality, ticket management/ quality, resolution of issues meet the required standards
* Take end to end ownership of each contact (Incident/ Request) ensuring they are managed correctly
* Escalate incidents to higher levels when unable to resolve, maintaining communication with the end user throughout
* Resolve level 1 IT issues on first contact and dispatch Incidents to relevant/ 2nd Level Resolving Groups where appropriate
Requirements:
* 3rd Level IT Qualification
* At least 1 year of experience in a similar IT Helpdesk position
* Strong communicator (written and verbal)
* Advanced written and verbal English
* Customer-oriented
* Good understanding of computer systems, mobile devices and other tech products
* Excellent problem-solving skills
* Able to provide step-by-step technical help, both written and verbal
* Able to diagnose and resolve basic technical issues; excellent problem-solving skills
* Attention to detail/ accurate ticket logging
* Pro-active and able to work will under pressure to tight deadlines
Desired:
* Previous experience using ServiceNow and/ or similar ITSM Tool is extremely desirable
* Experience supporting Lotus Notes
This is an ideal role for a candidate who has just started their career in the IT industry and is looking to further develop their skills and experience working for a well-known, global organisation.
Candidates must be eligible to work in Ireland or currently hold a Stamp 4 Visa to apply.
For more information please apply here or contact David White ( +353 439 6889 or david dot white at itContracting dot ie )
Evros / itContracting is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. Evros / itContracting apply all relevant Data Protection laws when processing your Personal Data.
If you choose to apply to this opportunity and share your CV or other personal information with Evros / itContracting, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at Evros / itContracting.
Ref: ITC2605
Email me jobs like this
