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Technical Help Provider

3 weeks ago

Sligo, Sligo, Ireland beBeeSupport Full time €45,000 - €55,000

The role of the Desktop Support Specialist is to provide comprehensive technical support for clients' personnel. This involves receiving user tickets, documenting actions taken and communicating effectively with the user community throughout the life cycle of a ticket.

">Key Responsibilities
  • Provide technical support services to onsite personnel, customers and service providers.
  • Perform tasks such as hardware break/fix, software upgrades and data migration.
  • Resolve customer incidents in the software & hardware environment.
  • Maintain incident management systems with up-to-date information on ticket progress.
  • Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with SLAs.
  • Follow established Asset Management processes.
  • Set up and support conference rooms.
  • Provision and deploy internal VoIP telephones.
  • Communicate with IT Infrastructure support groups to escalate incidents and follow up on them to drive resolution for customers.
  • Document customer interactions within tickets to ensure accuracy, thoroughness and timeliness.
  • Effectively communicate with Deskside Management Team regarding asset management, break/fix or Service Desk related processes.
  • Contribute current technical information and best practices concerning proprietary applications using knowledge distribution channels.