Level 1 Servicedesk Engineer
Level 1 Support Engineer
Responsibilities:
\- Manage all Incidents and service requests within SLA
\- Log Incidents and Requests accurately in the PSA Tool (Autotask)
\- Resolve technical problems with software applications or network systems
\- 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
Job Types: Full\-time, Permanent
Pay: €32,000\.00\-€35,000\.00 per year
Benefits:
- Bike to work scheme
- Company events
- Employee discount
- Sick pay
- Work from home
- Service technician: 2 years (required)
- Ireland (required)
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