itContracting are currently seeking applicants for a Service Desk Manager. This is a permanent position located with our client in Dublin 2.
Service Desk:
* Manage incidents within the Service Desk
* Manage resources to cover shifts, holidays, training courses and study leave.
* Provide technical support to callers to Service Desk and ensure all calls are logged and dealt within the required SLA
* Escalate unresolved calls to Application Support, Operations or Third Party, when necessary.
* Provide on the job training for new Service Desk Staff.
* Create and amend templates for Technicians and Self-Service Portal.
* Responsible for upgrading and general maintenance of Service Desk software, entering Solutions into Service Desk and documentation creation. Liaising with ManageEngine directly on technical issues.
* Compile management reports for regular IT Service Desk Meetings
* Interrogate Service Desk software to create inventories of software, software versions and hardware as required
* Organise weekly Service Desk meetings
* Plan and ensure that there are adequate resources (network, hardware, personnel etc) to complete moves and new setups when Liaise with Team Leaders, HR and Facilities regarding same.
* Collate and forward on call information to Finance monthly and maintain adequate records of same.
* Maintaining, raise PO's from Service Desk; purchasing goods online, receiving goods and services for IT Dept
* Maintain stock levels of hardware and peripherals
* Supplier Invoice administration
Systems Administration:
* Active directory - creating users, disabling accounts, amending and maintaining distributions groups. Responsible for Starters and Leavers process, liaising with Team Leaders and HR in relation to same.
* Create email accounts for users and groups, forward and disable email accounts.
* Administration of key systems (e.g. FileSite, Digital Dication, Interaction, MobileIron, Mimecast, Websense, Cisco telephony) - add new users to relevant databases, create and maintain groups within databases etc
* Mailmarshal - Release emails for recipients, forward emails to others as requested. Search and release old emails.
Mobility:
* Collate and forward bills to Finance monthly, Broadband expenses claims for all IT Dept Staff. Maintain adequate records of same.
* Provide iPhones and laptops to internal users and troubleshoot issues with same.
Experience:
* 3-5 years' service desk management experience
* Experience with ITIL will be advantageous
* Experience with a recognised service desk system
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 Paul Evans ( +353 1 2187769 or paul dot evans 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: ITC2798
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