ICT Helpdesk Frontline Support

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Job description

Job Title: ICT Helpdesk

Salary: €25,000 to €30,000 per annum

Contract Length: 6 months

Job Overview

Provide ICT helpdesk and frontline support to staff in accordance with agreed ICT support service level agreement (SLA). The person appointed will triage the tickets, categorise and prioritise them and engage with the users to resolve the issues based on the agreed parameters . If unable to resolve any of the issues, then the ticket will be passed to our internal IT team for them to deal with.

Key Tasks and Responsibilities

  • To record, respond to and allocate resources to all 1st line support queries (direct, telephone, E-mail and help desk) posed by users relating to PCs, peripherals and the network.
  • To provide online assistance using the IT ServiceDesk
  • To provide immediate advice and assistance eg password reset or known workarounds
  • Provide onsite assistance on setup and access to local facilities eg Meeting room setups, MFP access, buildings access
  • Monitor and report on calls logged against service level agreement
  • Provide frontline support on upgrades or new system access or configurations as appropriate
  • Monitor and track IT equipment requests

Qualifications and Experience

  • Proven ability to diagnose and resolve hardware and software problems with PCs and peripherals.
  • Proven working knowledge of Windows and Office 365
  • Internal customer service skills

Technical Competencies

  • Study in an ICT services related discipline

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