- Dublin City Centre Location
- Hybrid Model - 2 Days/Week WFH (After an initial 6 weeks period)
- €35k/year DOE + On-call (Every 8 Weeks after 6 months probation) + Benefits
Your Responsabilities:
- 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
Your Experience and Education:
- 1-2 years in a similar role
- MSP background
- Excellent Troubleshooting 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
- IT qualification Diploma/Degree
- Microsoft Certifications desirable
- Active Directory Administration
- Office 365 Administration
- Excellent Desktop skills
Please APPLY directly or contact me on [email protected] for further details.
