1st Level Helpdesk Support Engineer

Location: Dublin South
Job Category: 571

Description

1st Level Support engineer required for an IT support centre to provide end user support. Previous helpdesk experience an advantage.

 

Responsibilities:

  • Receive all calls and e-mails on incidents
  • Incident recording
  • Incident Classification & Prioritisation
  • Incident Escalation
  • Initial incident investigation & resolution, if appropriate
  • Update users and IT group on progress
  • Deliver solutions to agreed Service Level Agreements

Requirements and Skills:

  • Relevant IT qualification and 2+ years experience 
  • Excellent English Communication skills both written & verbal
  • Professional and service focused manner
  • Good team member but can work as a proactive individual, as required
  • Attention to detail and deliverable focused
  • Ability to adhere to defined process & procedures and a quality management system
  • Good knowledge of modern, distributed IT environments
  • Excellent PC Users skills including Windows Operating Systems, AD, Email, Office, networking, etc.
  • Good technical background
  • Strong customer service and interpersonal skills
  • The ability to prioritise and manage time effectively
  • Good troubleshooting and analytical skills


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