Help Desk Representative

Role Description

We are currently looking for an IT Helpdesk Representative to join an energetic Global team in our Tralee office. The successful candidate will report to the Helpdesk Team Lead in the Tralee office. The overall role is to provide high-end quality customer service to our end-users located in North America and EMEA, assisting them their IT related issues and queries.The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital.The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company. The role involves working as part of a team in a Multinational Financial Services Company. Current hours of support begin at 7am through until 10pm Monday – Friday, working 7.5 hours each day on a shift rotation basis which changes each week. Occasional, planned, Saturday weekend work. We are a global support team and are open for business as usual for other regions during our bank holiday dates.

General Duties and Responsibilities:

• Providing internal end user support through various channels (Phone, Teams, Service Now) 
• Taking IT related calls from end users
• Managing a Self-Service ticket queue
• Logging & managing these tickets through to resolution
• Supporting the Major Incident process
• Primary IT Contacts for the business
• Work with and support ad-hoc IT initiatives / projects
• Prepare and update Knowledge Articles as required
• Supporting Application teams with their Projects, queries and issues
• Supporting during build and test weekends during the year (Scheduled test weekends)
• On Call Rotation (Weekend)
• On Site Desktop Support
• IT Asset Management
• Working with teams on process improvement (lean) ideas and assisting with automation to reduce manual work. 

Essential Skills

• Able to grasp new concepts quickly and efficiently
• Willingness to learn
• Highly self-motivated and ability to work on own initiative as well as under direction
• Excellent attention to detail and proven analytical and problem-solving abilities
• Experience working in a team-oriented, collaborative environment
• Experience in working in a fast-paced environment, using multiple systems for their current role
• Excellent written and oral communication skills including strong technical documentation expertise
• Strong customer service orientation
• Good interpersonal skills including empathy with users, active listening, patience and understanding
• Ability to effectively prioritise and execute tasks in a high-pressure environment

Role Objectives: Expertise

Demonstrate understanding of device reporting tools to aid in issue triage and identification. Display familiarity with the functionality of user applications to understand where issues may occur. Possess knowledge of end-user hardware to be able to repair and replace faulty components. Show familiarity with the reporting tools and procedures for various back-end systems to aid in the creation and running of periodic reviews.

Desirable Experience

• Previous IT Helpdesk experience and/or call centre experience.
• Knowledge of ITIL service delivery best practices
• Citrix/virtual environments.
• Windows 11
• Service Now
• An understanding of MS Office applications/O365
• An understanding of Active Directory
• Remote Support Tools
• Troubleshooting Hardware issues
• Knowledge of Apple Mac/iPad a plus
• iPhone user support
• Foreign language skills (French, German, Japanese) a plus.