Description
IT Service Desk/Help Desk/IT Support
Location: Shannon, Ireland
Job Type: Contract
Job Description:
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer's end users Route problems to internal 2nd and 3rd level IT support staff.
- Phone support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000, Win 8+ and Win 10
- Knowledge of Active Directory, Office 365
- ITSM ticketing tools such as Remedy, Service Now.
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like Skype for Business, Windows remote assitance etc.
- MS Office Suite (XP, 2003, 2007, 2010, 2013, 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (eg Explorer, Chrome, Firefox, Edge),
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- PDA and Mobile device management
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc
- Knowledge of Remote Desktop tools
- Working knowledge of applications running across multiple platforms like Windows, etc.
- Understand of ITIL processes.
- Working knowledge of Ticketing system for Incident management.
- Working knowledge of applications running across multiple platforms like IBM-AIX, Windows - Active Directory, etc
- Analytical and Root cause analysis
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- VPN and remote dial-in users
- Servers: Windows 2000, Windows 2003, Windows 2008, Windows 2012
- Knowledge of Active Directory, Exchange , Office 365
- VPN and remote dial-in users
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000, Windows 8+, Windows 10