IT Service Desk/IT Help Desk

Dublin, DUBLIN

Experience Required
Security Clearance Required
Employment Type
Work Schedule
No Travel Required

Job Description

Job: Service Desk/Help Desk

Location: Dublin, Ireland

Job Type: Contract Position – Initially starts with 6 Months

Job Description:

  • Provide technical expertise to the help desk team
  • Act as technical liaison between help desk and IM support groups
  • Maintain technical skill continuity and consistency of help desk staff
  • Ensure continuous improvement of services provided by the help desk
  • Provide telephone support to customer end users
  • Provide Problem Management System support activities
  • Includes preparation of help desk staff to support new technology
  • Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
  • Liaison between help desk and other groups on technical support issues:
  • Proactively work with other groups on normal process support issues
  • Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or
  • Notification Escalation list, help desk weekly schedule, support documentation, etc.
  • Work closely with help desk manager to implement technical action items related to the help desk
  • Assist help desk manager in analysing help desk group and individual statistics
  • Ensure implementation of BOP (Best Operating Practices) in the help desk
  • Establish communication link with other zones relative to technical and support environment
  • Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
  • Manage small help desk related projects.
  • Documentation of help desk processes
  • Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
  • Route problems to internal IM support staff
  • Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
  • Administer and provide User Access and Exit controls


Technical Requirements
  • Phone support experience necessary.
  • Technical helpdesk or technical call centre experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems, iOS.
  • Clients: Windows7, Windows 10, apple
  • Knowledge of Active Directory, Exchange
  • ITSM ticketing tools such as Remedy.
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
Job Requirements
IT Service Desk, IT Help Desk, Windows, Active Directory, iOS

Pavan Kumar