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Helpdesk Operations Specialist

1 week ago

Dublin, Dublin City, Ireland EOS IT Solutions Full time

About EOS IT Solutions

We are a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world's largest industry leaders. Our commitment to superior quality of service and customer satisfaction is unwavering.

Position Overview:

As a Helpdesk Technician at EOS, you will play a vital role in ensuring the smooth operation of our organization's information technology infrastructure. Your primary responsibility will be to provide technical support to internal and external stakeholders, resolving issues promptly, and maintaining exceptional customer satisfaction.

Key Responsibilities:

  • Processing laptop replacement queues efficiently
  • Providing first-point contact for Global Service Desk (GSD) support channels
  • Responding to common technical difficulties and training requests from users involving desktop/laptop hardware and software
  • Maintaining ITHELP Jira queues and adhering to standard escalation processes
  • Ensuring Standard Operation Principles (SOPs) are followed and all processes adhere to EOS company policy/standards
  • Primary ownership of cadenced office desk workspaces for peripheral testing, replacement, and general tech readiness
  • Other IT/Helpdesk support as needed

Requirements:

  • Technical certification or bachelor's degree in an IT-related field
  • Ability to communicate and write proficiently in a corporate environment
  • 4-6+ years of proven experience in a helpdesk or technical support role in an enterprise-level environment
  • Strong understanding of Apple operating systems, software applications, and network systems
  • Excellent problem-solving and communication skills
  • A commitment to delivering exceptional customer service
  • Ability to work independently and in a team-oriented environment