ICT Helpdesk Support Specialist Dublin 9 - Onsite 3 - 6 Month contract Dublin Day Rate: 200 eur Please Note: Candidates must possess an EU Passport or valid work permit to work full time within the Republic of Ireland.

Job Overview Provide ICT helpdesk and frontline support to staff in accordance with agreed ICT support service level agreements (SLA).

The person appointed will triage the tickets, categorize and prioritize them, and engage with the users to resolve the issues based on the agreed SLA.

If unable to resolve any of the issues, the ticket will be passed to our internal IT team for further handling.

Core Responsibilities: Call management: All incidents and service requests are managed within agreed Service Level Agreements (SLAs).

Call logging: Incidents and requests are logged accurately, with detailed tracking of resolutions.

Direct User Support: Immediate troubleshooting for software and network issues, ensuring minimal disruption to daily operations.

Escalation Protocols: Efficient escalation of complex incidents to higher-level support when necessary.

Knowledge Management: Creation and updating of Knowledge Articles to aid in problem resolution and reduce repeat incidents.

Preventative maintenance: Scheduling laptop healthcheck/reviews with users IT stores management: Ensure IT stock records are maintained against agreed re-order levels and check-in/out procedures Key Tasks and Responsibilities Record, respond to, and allocate resources to all 1st line support queries (direct, telephone, email, and help desk) posed by users relating to PCs, peripherals, and the network.

Provide online assistance using the IT Service Desk.

Provide immediate advice and assistance, such as password resets or known workarounds.

Provide onsite assistance for setup and access to local facilities, e.g., meeting room setups, MFP access, building access.

Monitor and report on calls logged against the service level agreement.

Provide frontline support for upgrades, new system access, or configurations as appropriate.

Monitor and track IT equipment requests.

Agree and support procedures to configure and network laptops, tablets, PCs, and peripherals at end-user sites.

Support the systems, database, and applications administrator with setup/removal of users on Windows/Active Directory/applications/Share Point/email and allocate access rights, group membership, etc., to users.

Install and configure PC software, e.g., operating systems, application/database clients, Office Professional, email, and networking/security software.

Respond to 2nd/3rd line support queries (direct, telephone, email, and help desk) related to PCs, peripherals, and the network.

Identify and resolve hardware and software problems.

Provide assistance with licensed software packages including Windows, Office 365 Professional, Adobe, Foxit, Internet Browsers, Share Point 365, Teamsrooms, Zoom, Goldmine, Integra, Trams, Fortinet VPN/encryption, Phoneware/Call Pilot, etc.

Provide technical support for selected local databases/applications.

Provide backup services for the local area network servers and clients as needed.

Offer in-house support for remote access software.

Deliver IT awareness and training sessions as required.

Ensure all software on PCs is licensed, suitable for the network environment, and compliant with IT security policies.

Ensure compliance with IT procedures and policies.

Qualifications and Experience Essential Proven ability to diagnose and resolve hardware and software problems with PCs and peripherals.

Proven working knowledge of Windows and Office Professional.

Knowledge of network technology and administration, particularly Windows Server, Active Directory, and the Internet (e.g., protocols, structured wiring, hubs, bridges, routers, multiplexers, SMTP, SNMP, HTML, DHCP).

Educated to 3rd level or equivalent in a computer-related discipline.

Internal customer service skills.

Desirable Firewall/Share Point/Juniper Administration.

MCP/Cisco Certified training.

Studying an ICT services related discipline.

Technical Competencies Advanced knowledge and operation of the following IT tools is required: PC/Laptop/Tablets running Windows 10 Microsoft SCCM Microsoft Office 365 Op Manager/Service Desk Vo IP Avaya Office IP Meeting room AV/IT integration requirements Web conferencing/broadcasting using Teams/Zoom Access Control/Secure Centralized Multi-Function printing Core Competencies Interpersonal and Communication Skills Modify communication approach to suit the needs of a situation/audience.

Actively listen to the views of others.

Liaise with other groups to gain cooperation.

Negotiate, where necessary, to reach a satisfactory outcome.

Maintain a focus on dealing with customers effectively, efficiently, and respectfully.

Be assertive and professional when dealing with challenging issues.

Express self clearly and articulately in both speaking and writing.

Specialist Technical Knowledge, Expertise and Self Development Display high levels of skill/expertise in own area and provide guidance to colleagues.

Have a clear understanding of the role, objectives, and targets and how they support the service delivered by the unit and department/organization and can communicate this to the team.

Lead by example, demonstrating the importance of development by setting time aside for development initiatives for self and the team.

People Management Consult and encourage the full engagement of the team, encouraging open and constructive discussions around work issues.

Get the best out of individuals and the team, encouraging good performance and addressing any performance issues that may arise.

Value and support the development of others and the team.

Encourage and support new and more effective ways of working.

Deal with tensions within the team constructively.

Encourage, listen to, and act on feedback from the team to make improvements.

Actively share information, knowledge, and expertise to help the team meet its objectives.

Analysis and Decision Making Effectively deal with a wide range of information sources, investigating all relevant issues.

Understand the practical implications of information in relation to the broader context in which they work procedures, divisional objectives, etc.

Identify and understand key issues and trends.

Correctly extract and interpret numerical information, conducting accurate numerical calculations.

Draw accurate conclusions and make balanced and fair recommendations backed up with evidence.

Delivery of Results Take ownership of tasks and is determined to see them through to a satisfactory conclusion.

Be logical and pragmatic in approach, setting objectives and delivering the best possible results with the resources available through effective prioritization.

Constructively challenge existing approaches to improve efficient customer service delivery.

Accurately estimate time parameters for projects, making contingencies to overcome obstacles.

Minimize errors, review learning, and ensure remedies are in place.

Maximize the input of the team in ensuring effective delivery of results.

Ensure proper service delivery procedures/protocols/reviews are in place and implemented.

Drive & Commitment to Public Service Values Be committed to the role, consistently striving to perform at a high level.

Demonstrate flexibility and openness to change.

Be resilient and persevere to obtain objectives despite obstacles or setbacks.

Ensure that customer service is at the heart of own/teamwork.

Be personally honest and trustworthy.

Act with integrity and encourage this in others.

Skills: Helpdesk First Line Support Tech Support Service Desk