Source description
About the role
Provide technical expertise to the help desk team
Act as technical liaison between help desk and IM support groups
Maintain technical skill continuity and consistency of help desk staff
Ensure continuous improvement of services provided by the help desk
Provide telephone support to customer end users
Provide Problem Management System support activities
Includes preparation of help desk staff to support new technology
Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
Liaison between help desk and other groups on technical support issues:
Proactively work with other groups on normal process support issues
Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or
Notification Escalation list, help desk weekly schedule, support documentation, etc.
Work closely with help desk manager to implement technical action items related to the help desk
Assist help desk manager in analysing help desk group and individual statistics
Ensure implementation of BOP (Best Operating Practices) in the help desk
Establish communication link with other zones relative to technical and support environment
Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
Manage small help desk related projects.
Documentation of help desk processes
Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
Route problems to internal IM support staff
Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
Administer and provide User Access and Exit controls
Technical Requirements
Phone support experience necessary.
Technical helpdesk or technical call centre experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems, iOS.
Clients: Windows7, Windows 10, apple
Knowledge of Active Directory, Exchange
ITSM ticketing tools such as Remedy.
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
Other Skills / Experience
· Ability to learn new information quickly
· Ability to integrate as a cross-functional, team player
· Personal dedication to providing high quality, superior service
· Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week
· Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
· Customer Focus
· Teamwork
· Technical Expertise
· Interpersonal Effectiveness
· Concern for Order and Quality
· Total: 0-6 years’ experience in Help Desk, Information Management, or Customer Service delivery field
Education requirements
· Bachelors / Masters / Equivalent
· Preferred MCP/MSCE/MSCA or HDI CSS
· ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Job type: Contract Division: eTeam Workforce Limited-Ireland Reference: 23-00255
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