IT Helpdesk Engineer

WAYSTONE CENTRALISED SERVICES (IE) LIMITED; Dublin; On-site; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Remote/Blended working

Job summary

WAYSTONE CENTRALISED SERVICES (IE) LIMITED is seeking an IT Helpdesk Engineer Level 1 to support the IT team in service desk management, project tasks and monitoring.

Essential duties include resolving incidents, maximizing ticketing efficiency, communicating with users, and staying up to date with technology. The role requires a degree in IT, ITIL certification, and at least 2 years in a helpdesk role.

This vacancy supports remote/blended working and is suited for candidates in Ireland.

Qualifications

• Minimum 2 years in a helpdesk role.
• Degree in IT or equivalent experience.
• ITIL certification preferred.
• Strong time management and communication skills.
• Experience with Active Directory and MS Office.

Responsibilities

• Handle incidents and requests from service desk with SLA.
• Maintain ticket lifecycle with updates and customer service.
• Escalate when necessary and communicate with users.
• Support project tasks and disaster recovery testing as needed.
• Work in a remote/blended environment.

Skills

Customer support

Time management

Communication skills

Active Directory

MS Office

WebEx

MFA

IT operations

Education

Degree in IT

ITIL Certification

Tools

Windows OS

Mobile devices

Job description

WAYSTONE CENTRALISED SERVICES (IE) LIMITED

Ref: #JOB-2462524

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Application Details

In order to work in Ireland a non-EEA National, unless they are exempted, must hold a valid employment permit. Please review the Eligibility and requirements for an employment permit if you are unsure of your eligibility to apply for this vacancy.

Job Description

Summary: The role of IT Helpdesk Engineer Level 1 is to support the IT team in all aspects of technical service desk management, project tasks and monitoring.

Essential Duties and Responsibilities

• Action and resolve all incidents / requests that come to the service desk queue or phone lines with the agreed service levels.
• Ensure that ticket assignments will maximise efficiency.
• Escalate tickets to the relevant level if required and request updates.
• Ensure that the entire ticket life cycle is carried out with the highest level of customer service through appropriate communication and follow ups.
• Proactively keep the end user updated on the current ticket status with related communications.
• Stay up to date with all relevant technology hardware and software to provide the first level of support.
• Assist in relevant and identified projects and contributes inputs where required.
• Assist in disaster recovery testing and support for any production disaster recovery incidents.
• Contribute strongly to the team in achieving the overall team objectives.
• Actively gain knowledge from more experienced team members.
• Ensure that all activities conform to the process and procedures that are in place in the IT department.
• Ensure complete compliance with internal and corporate policies.

Education:

• A degree in IT or relevant experience.
• ITIL Certified.
• General knowledge of information technology, theory, principles, and practices.
• Any technical qualifications.

Experience:

• Minimum of 2 years in a helpdesk role.
• Outstanding time management, organisational skills, oral/written communication skills, critical thinking and attention to detail is required.
• Ability to interact and communicate with colleagues efficiently and effectively.
• Be able to work under pressure and against tight deadlines to implement pragmatic and intelligent decisions.
• Be adaptable and work as an effective member of a team.
• Work conscientiously and use own initiative.
• Be calm under pressure and manage stressful situations.
• Strong MS Office Skills.
• Strong understanding of Active Directory.
• Experience support WebEx and mobile devices.
• MFA experience.

Additional Information

• This vacancy is suitable for Remote/Blended working.
• Sector: financial and insurance activities.

Career Level

• Not Required