Reporting to ICT Support Manager 

Role Purpose/ Summary 

Working as part of the ICT Support team the Support Officer is responsible for the maintenance and support of  ICT Business Systems. 

The role will focus on providing level 1 / 2 support to all users. 

Provide dedicated first and second level technical support to both internal / external users through: 

(a) Telephone support 

(b) Online Support / Service Desk 

(c) Desk based assistance 

(d) Business Systems project roll out etc. 

 This will include the logging of issues, establishing severity levels, analysing and resolving in accordance to agreed service levels, follow up and ensuring effective closure. 

 Develop and maintain System Support standards and procedures and other documentation as required. 

 Write and maintain system documentation to support the handover from systems development to operational support. 

 Analyse call logs to spot trends and underlying issues. Document system problems and resolutions for future reference. 

 Maintain the knowledge base for all System Troubleshooting Guides / How To manuals 

 Assist in the training and induction of staff on ICT Business Systems to increase user adoption. 

 Contribute to process development and best practice. Seek new ways to improve systems and processes. 

 Liaise with the development team to resolve issues and to progress into system deployment  Work closely with Level 2 and Level 3 support teams when necessary 

 Liaise with 3rd party system support vendors as required 

 Support system testing where applicable 

 Any other duties that may be assigned within the general requirements of the role. 

Critical Competencies 

1. Communication skills – Level 3 

2. Analytical skills - Level 3 

3. Attention to detail - Level 3 

4. Team work - Level 3 

5. Customer service & support - Level 3 

Other Competencies 

6. Flexibility & adaptability – Level 3 

7. Problem solving & decision making – Level 3 

8. Organisation awareness – Level 3 

Required Experience 

- 2+ Years working within a business systems / application support role 

- Strong organisation and problem solving skills 

- A high level of computer literacy particularly with Microsoft Products, Dynamics CRM, SharePoint , Excel, Word, Outlook etc. 

Qualifications 

Relevant Third Level qualification (e.g. Certificate, Diploma), or equivalent is desirable. 

Other Relevant Information Desirable: 

- Knowledge of workings of the community/voluntary/public sector 

- Understanding of Irish language