Job Opportunities in Ireland

Line of Service
Internal Firm Services
Industry/Sector
Not Applicable
Specialism
IFS - Information Technology (IT)
Management Level
Specialist
Job Description & Summary
The IT Service Desk, within the Customer Tech Support team, is a centralised first point of contact for people with IT issues. CTS aims to provide excellent service in a friendly and efficient manner.

This role concerns the provision of 1st level support services for the firm’s hardware and software products, using a call management system to manage throughput. Meeting call targets and effectively utilising call escalating processes.

This is a 12 month fixed term contract
Purpose-led work you’ll be part of
As a Specialist, you’ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:

• Troubleshooting end user issues over the phone
  
• Using support tools to manage and track calls
  
• Managing email, voicemail, chat and self-service calls
  
• Managing incidents to resolution
  
• Meeting call targets and quality standards
  
• Managing customers effectively
  
• Managing call referrals and escalations
  
• Learning and supporting new/upgraded software/hardware
  
• Developing cross team relationships
  

This role specifically relates to the support of two major projects as outlined below:

M365 migration - supporting end users on 1st level issues and queries as they migrate from Google to M365.

MFA - Supporting end users as we move to multi factor authentication for logging onto Firm devices.

Normal BAU calls will also need to be supported.

The above is not an exhaustive list and will include completing other User Support activities, and any other reasonable tasks requested by management, which may include tasks outside the normal scope of this position.

Overtime is required from time to time.

Experiences and skills
Experiences and skills

• Minimum 2-3 yrs experience in level 1 support with a focus on M365 support is required
  
• A 3rd level IT degree is a requirement
  
• Experience in Microsoft M365 Suite of Applications (Ms Team, Outlook & Calendar, One Drive, Sharepoint, Excel, Word, Powerpoint
  
• Experience in LAN: Microsoft Active Directory Networking
  
• Experience in supporting hardware and software including:
  
  • Windows 11
    
  • Anti-virus & Anti-Spyware software
    
  • VPN
    
  • Active directory user administration
    
  • Cisco Finesse Call Manager & Cisco Unity administration
    
  • Wireless connectivity support
    
  • Workstations (laptops and desktops)
    
  • Mobile & Smartphone devices
    
  • Printers/Scanners/Faxes (MFDs)
    
  • IP Telephony
    
  • Peripherals (keyboards, mice, monitors, docking stations)
    
• Call management system including self service.(Service Now experience desirable but not essential)
  
• Excellent communication and interpersonal skills
  
• Strong analytical/troubleshooting capabilities
  
• Reliable, flexible and professional
  
• Ability to multi-task and respond to changing priorities
  
• Ability to refer and escalate issues using initiative and discretion
  
• Ability to plan own work and meet deadlines
  

Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date