IT Helpdesk Support

National College of Ireland; Dublin; On-site; EUR 26,000 - 36,000; Full time

Job summary

National College of Ireland is seeking an IT Helpdesk Support to join the Help Desk Team. The role provides first-level end-user support for desktop, hardware and software, with timely ticket logging and resolution in line with Help Desk procedures.

The selected candidate will handle calls, emails, basic troubleshooting, and maintain ticket ownership through resolution, contributing to knowledge base updates and policy adherence while meeting ICT security requirements.

Qualifications

• A minimum of 1 year’s experience in an IT Help Desk support role is mandatory.
• Relevant third level Computing qualification is required.
• Experience working with Microsoft Technologies is essential.
• Excellent client-facing and communication skills are required.

Responsibilities

• Provide first-level IT support for desktop, hardware and software issues.
• Log and resolve support requests in a timely manner per Help Desk procedures.
• Answer calls and respond to emails for IT support.
• Troubleshoot basic software and hardware problems.
• Escalate when necessary and maintain ownership through resolution.
• Update tickets with resolutions for future reference.
• Contribute to the knowledge base and adhere to policies.
• Ensure hardware is maintained per warranties and external contracts.
• Comply with ICT security policies and assist with other duties as assigned.

Skills

IT Help Desk experience

Microsoft Technologies

Client facing skills

Communication skills

Problem solving

Teamwork

Hardware knowledge

Audio-Visual support

Ticketing systems (Zendesk/Freshdesk/S

Education

Computing qualification

Tools

Zendesk

Freshdesk

ServiceNow

Job description

IT Helpdesk Support

National College of Ireland (NCI) are seeking to recruit an IT Support person to join their Help Desk Team. The ideal candidate must have experience working in a similar role.

Job Description

The primary function of the role is to provide first level support to end users for all desktop, hardware, and software issues. Contribute to the successful operation of the IT Helpdesk, ensuring all support requests are logged and resolved in a timely manner in accordance to Help Desk procedures.

Key Responsibilities

• Action tickets logged on NCI’s Helpdesk ticketing system.
• Answer calls and respond to emails for IT support.
• Seek to resolve as many support requests as possible, within knowledge base, prior to escalations.
• Troubleshoot basic software and hardware problems.
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Ensure all support requests are updated with resolution detail prior to closure so that solutions are captured for future reference.
• Provide Input to and update knowledge base, as necessary.
• Adhere to established policies and procedures.
• Ensure all hardware is maintained in accordance with warranty and external IT support contracts.
• Ensure ICT security policies are adhered to.
• Any other duties as assigned by the Helpdesk Coordinator.

Key Attributes

• A minimum of 1 years’ experience working in an IT Help Desk support role is mandatory.
• Relevant third level Computing qualification.
• Experience working with Microsoft Technologies.
• Excellent client facing skills.
• Excellent communication skills both written and oral.
• Proven problem solving and analysis skills.
• Experience of working effectively as a member of a team.
• Good general knowledge of hardware and software.
• Experience of supporting Audio-Visual equipment desirable.
• Experience working with ticketing systems i.e., Zendesk, Freshdesk, ServiceNow would be an advantage.

Key Relationships

• IT Helpdesk Coordinator
• IT Operations Manager
• IT Department
• Students, Faculty and Staff

Help Desk operating hours are as follows

• Monday – Friday: 08:00 – 21.00
• Saturday: 08:00 – 17:00
• Sunday: As required for busy periods such as exams

IT Helpdesk staff will be required to cover these times in 8 hour shifts as per shift rota.

Annual Leave: 24 days

Contract: Permanent.

Hours: Full-Time

Salary: €25,752- €36,087 (Support Band)

Visa: Must hold a valid working visa

Language: Fluent English.

Candidates' Obligations

In submitting a completed Curriculum Vitae and supporting documentation, candidates are declaring:

That all the particulars furnished in their application are true and correct without omission and that they are aware of the qualifications and particulars for this position. That to the best of their knowledge that there is nothing in relation to their conduct, character or personal background of any nature that would adversely affect the position of trust in which they would be placed by virtue of this appointment.

Their irrevocable consent to NCI making such enquiries as deemed necessary in respect of their suitability for the post in respect of which their application is made. Their acceptance and confirmation of the entitlement of NCI, as appropriate to, reject their application, or to terminate their employment (in the event of a contract of employment having been entered into on foot of this competition) if they have omitted to furnish NCI with any information relevant to their application or their continued employment or where they have made any false statement or misrepresentation relevant to this application or their continuing employment with the College.

Candidates should note that they may be required to submit documentary evidence in support of any particulars given by them in their application for the post.

Data Protection

Data Protection Acts 1988 to 2018 and the Freedom of Information Acts 1997 to 2014 as amended

Data collected for the purposes of recruitment activities

NCI conducts recruitment processes to fill vacancies within the college. When applying for these competitions applicants are asked to submit a range of documents, e.g., a completed application form, CV and/or a personal statement or cover letter. For the purposes of recruitment activities, we will not collect any personal data that we do not need to assess your candidature for a role with us.

Legal Basis for Processing

NCI ’s legal basis for the processing of this data is a combination of individual consent, contractual necessity and legal obligations.

Withdrawal of Consent

Applicants can withdraw their consent for the processing of their personal data at any time by notifying the College. It is important to note that withdrawal of consent prior to the completion of the process will be considered as a withdrawal of the application.

What we do with your data

People who are directly employed by NCI and are based in Ireland process all the personal data collected for both recruitment and HR purposes.

Shortlisting

HR draft up the shortlisting documents and provide the initial screening to determine if a person meets the essential criteria of the competition. A shortlisting panel is generally made up of two senior grade staff members from the relevant department for which the role is being recruited.

Sharing of your data

Where you have been successfully shortlisted for a post, each interview panel member will be furnished with a copy of the relevant information of those who will be attending interview in order that they can review applications in advance of the interview process. All such information will be returned to NCI and shredded following the competition process. Some of the interview panel will be external interviewers, who are not employees of NCI but are engaged for the purpose and are strictly subject to the rules and policies of the College.

Access

Applicants can request and receive access to their data at any time and can request and receive a copy of this data, in electronic/transferable format.

Erasure

Applicants can request the data held be erased. In this case, the application for a position is considered withdrawn.

Rectification

Applicants can have any incorrect information corrected.

Objection / Withdraw

Applications can object to this information being processed and/or can request to withdraw from the application process

Complain

Applicants can make a complaint to our internal Information Governance and Data Protection Officer

NCI Information Governance and Data Protection Officer

National College of Ireland, Mayor Street, IFSC, Dublin 1

Tel (Direct): + 353 1 4498 523 ; Tel (Reception): + 353 1 4498 500

And/or make a complaint to the relevant authority

Data Protection Commission, 21 Fitzwilliam Square South, Dublin 2, D02 RD28

Tel: [phone]

National College of Ireland is an equal opportunities employer and is a Member of the Athena SWAN Charter. NCI is committed to serving our diverse community and welcomes applications from underrepresented groups.