Service Desk Engineer

Our client based in Ballina Co. Mayo requires a Service Desk Engineer for a 6 month contract initially with a view to being extended. This is a hybrid role. The main purpose of the role is to resolve internal customers service tickets (incidents, service requests etc.) and to resolve them in a timely manner that meets SLAs and to a high quality. The person will be required to follow the agreed Ticket Management SOP to ensure tickets are resolved in a consistent manner. For tickets that take longer to resolve, the role will entail to keep the customer updated on progress of their tickets with informative and meaningful updates. For the projects and improvement initiatives the person is assigned, they will aim to complete them to a high standard and within agreed timelines and flag to the Service Operations manager when there are issues. It is also important that the person will keep key stakeholders of the projects/initiatives up to date with regular, transparent and informative updates. Responsibilities include:

• First point of contact for Staff seeking ICT technical assistance. This includes assistance using ICT equipment and ICT software, resolving ICT issues with Staff’s ICT equipment and ICT Software.
• Troubleshoot ICT issues facing Staff and implement satisfactory solutions.
• Provide accurate information on ICT services. Using their technical skills and experience Helpdesk support staff should advise and provide Information on ICT Services, Equipment and Software to staff.
• Provide second level support for Operating Systems. Providing second level support for user and server operating systems.
• Desktop and operating systems installation and support. This includes configuration of new user and desktop equipment when required and update our Asset Management system.
• Ensuring all Solutions / Knowledge base articles are updated on repeat incidents where users can self-serve in future.
• Implementing preventive actions through Operational Excellence and continuous improvement initiatives to reduce ticket volumes.
• Advising the wider team on problem areas and bringing solutions to those areas to reduce ticket volumes; working on their own initiative.
• Following company security guidelines and industry best practice.
• Ability to take total Ownership of Problems
• Problem Management – Driving self-service options for your technology areas to reduce tickets.
• Co-ordinate and work with technology third parties on support issues.
• Follow ICT operating procedures on tickets and assets.
• Software roll-out and management. Installation of software on user ICT equipment.
• Train staff on current ICT systems
• Participate in the development and implementation of relevant ICT related standards, policies and procedures as required and ensure adherence.
• Perform other duties as assigned by your manager.

• Experience working with Microsoft authentication including Office 365 authentication and administration is required.
• Familiarity with Local and Azure Active directory and security groups required.
• Experience working with Microsoft deployment tools is also a distinct advantage.
• Experience troubleshooting using remote support tools and users an advantage.
• Solid understanding of Networking protocols would be beneficial.
• Experience in the management of Windows and Linux production environments is beneficial.
• Familiarity of VMware virtualisation technology and environments is a plus.
• Experience developing solutions using Microsoft Power Apps, Flow and / or BI would be beneficial.
• A solid understanding of Microsoft Intune would be beneficial.
• Good understanding and experience of ITIL framework
• A minimum of 3 years of experience in both remote and on-site support , working in a technical support/helpdesk environment
• Experience using a helpdesk software solution.
• Basic Network Troubleshooting
• Phone system and printer support.
• Maintenance of accurate and up-to-date ICT maintenance documentation/procedures
• Excellent Communications and Call Handling skills