IT Service Desk/IT Help Desk

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

• 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