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Level I IT Service Desk Agent

Employer
Manpower Ireland
Location
Dublin
Salary
EUR26000 - EUR27000 per annum
Closing date
13 May 2021
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Job Details

As an IT Service Desk Agent, you will act as the first point of contact for all internal employees for infrastructure-based issues.

Using a phone and ticket system, you will ensure the IT Incidents are resolved and Services Requests are fulfilled within a given SLA.

This is carried out in process driven environment by utilizing our Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.

EXPECTATIONS AND TASKS

  • Fully qualify all incoming IT calls, chats and support tickets in adherence to the agreed SLA
  • Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base
  • Effective dispatch to the correct organization and resolver group
  • Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams
  • Highlight all potential major incidents and problems to the respective service and problem managers
  • Ensure compliance with all security standards and policies

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • 3rd Level Qualification - Cert, Diploma, Degree in IT related discipline ß ITIL process knowledge would be a benefit
  • Customer Focus
  • Quality Focus
  • Teamwork
  • Problem solving ß Multitasking

WORK EXPERIENCE

  • 6 - 12 months experience in an IT support centre or related support environment,
  • Strong Knowledge of Outlook email connectivity
  • Password administration
  • RSA securID hard token and soft token administration
  • Networking - VPN, Proxies, LAN and WLAN, Direct Access
  • Mobility - iPhone, iPad, Android and Exchange Active Sync

CONTRACT = 23 Months

HOURS = 37.5 per week / Full time

MONDAY to FRIDAY position

REQUIRED = A valid permission to work and reside in the Republic of Ireland, e.g. Stamp 4 or EU passport.

START DATE = ASAP

For further information on this opportunity, please send your CV today!

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