Responsibilities may include, but are not restricted to:

Level 2:

·         Prioritise, manage and responding to helpdesk calls in a timely manner logged on the help desk system; including travel to sites to support users

·         Establish and build on good working relationship with customers

·         Troubleshoot and if required, referral of hardware faults to third parties

·         Where appropriate, assign warranties on hardware to third parties

·         System administration using Active Directory

·         Troubleshoot issues with Windows accounts/mailboxes

·         Troubleshoot system problems, diagnose and solve software faults e.g. Citrix

·         Install and configure computer hardware and peripherals, operating systems and applications

·         System Administration – amend privileges / security permissions on server shares, setup of new shared folders on existing shares

·         Liaison with IPMS, NIMIS and Lab systems admin personnel regarding account setups

·         Manage pst requests and data requests for staff moves

·         Liaise with third party vendors for software\hardware installations

·         Deal with ‘how to’ and information requests including data security and ICT policies

·         Liaison with local and national ICT teams, e.g. Server and Network management to find root cause for recurring issues.

·         Document new solutions

·         Install individual software requests

·         Managed Print devices – liaise with vendors including IP information

·         Access consoles to push or provide solutions for requests e.g. Content encryption

·         Follow and adhere to SD processes, procedures and follow escalation process and other matters as appropriate

Other

·         Coordinate office activities to secure efficiency and compliance to procedures and processes

·         Create and update records and databases with personnel, financial and other data

·         Submit timely reports and prepare presentations/proposals as assigned

·         Assist colleagues as requested  

Experience:

• Must have a minimum of 1 years’ experience working in an IT Support environment
• Demonstrate good problem solving, analytical and decision making skills
• Excellent customer service skills with an ability to empathise with users and help them adapt to their new technologies. User experience is key for this project
• Must demonstrate experience of having an excellent working knowledge of the full Microsoft Office suite and report writing. 
• Demonstrate evidence of production of quality deliverables
  

Business Competencies:

• Excellent written and oral communication skills
• Excellent teamwork and interpersonal skills.
• Proven ability to organise work with an organized manner
• Self-starter with a willingness to take responsibility
•  The ability to interact with key stakeholders in a professional manner

Education

·         Third Level Education Qualification is preferable.