Desktop Support Engineer
2 weeks ago
Level 1 Support - Dublin - Full time: €33,000 per annum
REED Technology Belfast are delighted to partner with a fantastic IT Managed Service Provider to join their established team based in Leopardstown.
**Responsibilities**:
- Manage all Incidents and service requests within SLA
- Log Incidents and Requests accurately in the PSA Tool (Autotask)
- Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)
- Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
- Escalate incidents to higher level when unable to resolve
- Create new/update existing Knowledge Articles within documentation platform (ITGlue)
- Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk
- Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible
- Must be a self-starter capable of working on one’s own initiative
**Requirements**:
- 2+ years in a similar role
- Excellent Trouble Shooting skills and must be able to demonstrate by way of example
- Fluent English and excellent written, verbal communication skills with attention to detail
- Able to think through, communicate and present information effectively to all levels within the organisation
- A flexible, can-do attitude
- IT qualification Diploma/Degree
- Microsoft Certifications desirable
Technical Skills:
- Active Directory Administration
- Office 365 Administration
- Excellent Desktop skills
This is an excellent opportunity within a fantastic, growing organisation and if you feel you meet all of the above criteria then we want to hear from you ASAP.
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