Information Technology Service Desk

4 weeks ago

Dublin, Dublin City, Ireland VerTALENTS Full time

Direct message the job poster from VerTALENTS

Director of Staffing | Threat Intelligence, Incident Response, Risk Assessment

Location: Dublin, Dublin, Ireland (onsite)

Role Overview

The Service Desk Contractor is responsible for providing exceptional IT support to all global employees while identifying areas of opportunity to automate or improve. This role is expected to execute on tickets and projects for the Global Service Desk Management Team according to industry's best practices, while ensuring a high level of customer service across all offices. In addition, the Contractor will be responsible to help run AV events and tending the IT Help Bar onsite in Dublin, Ireland.

In addition to the responsibilities below, this role also requires regular physical activity, including moving around the office to assist with IT-related tasks, transporting equipment, and plugging in devices under desks and other confined spaces. The Contractor must be able to perform these duties safely and efficiently as part of their responsibilities.

What You'll Do:

  • Provide top quality customer service and incident resolution meeting or exceeding target SLAs (Service Level Agreements) to all employees regardless of level (top executives to interns)
  • Oversee problem resolutions to identify trends and/or issues to ensure that support procedures are being followed and highlight opportunities for improvement
  • Coordinate effective projects and knowledge transitions to Tier 2 and 3 level support teams
  • Build and continually develop relationships with the teams across the organization
  • Evaluate key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends
  • Collaborate with staff and leadership to ensure executions are effective and efficient
  • Raise high impacting incidents, when appropriate, to management and follow up to ensure resolution
  • Provide triage on incoming tickets with critical thinking steps outlined in a clear and efficient manner
  • Maintain high internal customer satisfaction for our colleagues
  • Host 'walk-up' or support sessions via online meetings and in person
  • Handle change request process for IT owned applications, events and projects
  • Drive continuous improvements by implementing proactive measures that provide business value and enhance functional performance
  • Demonstrate flexibility to cope with changing demands based on business priorities
  • Monitor technology trends and make recommendations on incorporating innovative technology into the company's existing platforms
  • Develop workflows to automate daily tasks & build efficiencies for the team
  • Onboard and Offboard of end user accounts
  • Own or support IT-related projects meeting or exceeding Objective Key Results (OKR) deadlines
  • Serve as an escalation point for all complex problems, documenting their solutions in support articles and tickets
  • Call out high impacting incidents where appropriate and follow up to ensure resolution
  • Drive continuous improvements by implementing perfective measures that provide business value and enhance functional performance

Who You Are:

  • 2-4 years experience providing end user support in an IT related role
  • Bachelor's degree from an accredited institution or equivalent professional experience
  • Experience supporting MACs (OSX) and PCs (Windows and/or Linux) within an Enterprise environment
  • Experience supporting AV events and troubleshooting audio visual hardware
  • Expert level knowledge of diagnostic utilities, troubleshooting theory and/or sophisticated logic expression
  • Advanced knowledge of Service Desk operations using Jira Service Management
  • Broad understanding of IT concepts, development practices, and architectures
  • Experienced working in a team-oriented and collaborative environment
  • Strong interpersonal skills, detail oriented and able to manage tasks simultaneously
  • On-call and occasional hours outside normal business according to business needs
  • Experience supporting applications, such as: VDI, VPN, Slack, Google, Dialpad, Salesforce, Github and BeyondTrust
  • Demonstrate flexibility to cope with changing demands based on business priority.
  • Possesses complimentary and/or specialized technical skills that are certified by accredited bodies
  • Applied best practice IT Service Management processes in the delivery and support of IT services e.g., the ITIL (Information Technology Instrument Library) best practice framework

Why Join Us?

As a Service Desk Contractor, you will play a critical role in ensuring seamless IT operations for our global workforce while contributing to innovative improvements in IT support and service delivery. This role offers a dynamic environment where problem-solving skills, technical expertise, and customer service excellence intersect.

By joining our team, you will have the opportunity to work with cutting-edge technologies, collaborate with cross-functional teams, and develop your expertise in enterprise IT support. We value continuous learning and encourage proactive contributions that drive efficiency and enhance user experience.

If you're a motivated IT professional looking to make an impact in a fast-paced, collaborative environment, we invite you to apply and be part of a team that is committed to excellence in service and innovation.

Seniority level
  • Entry level
Employment type
  • Part-time
Job function
  • Information Technology
  • Retail
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