Service Desk Engineer

Cork, Ireland Full Time

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Company Description:

Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Cork, Auckland, and Foster City. Our business strategy is to significantly grow and expand our business over the next 2 - 3 years through a combination of organic growth and acquisitions. Our core differentiator is our ability to deliver scalable and world-class 24*7 technical helpdesks. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. We have built our established reputation with an impressive list of long-standing clients because of our unique culture. This culture places innovation, problem-solving, people engagement and trust at the heart of our company. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements.

Position Outline: This role will be part of the Enterprise Service Desk. There will also be a requirement to travel to client location in Ireland to act as a backup for site support duties.

Duties & Responsibilities:

Deal with customer IT queries for first line support, using your judgment and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention.

Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password

Monitor and update call logging system, ensuring customers receive top level service

Provide "how to" assistance on all internally supported devices, applications and systems to troubleshoot the end user’s issue and resolve upon first contact, when possible.

Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.

Incident Management - ensure all tickets are resolved efficiently

Monitor and update call logging system, ensuring customers receive top level service

Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OSx operating systems.

Experience with DELL products (PC, laptop), hardware troubleshooting as well.

Beginner level Microsoft AD knowledge, folder access & mailbox association, password reset

Office suite knowledge 2010 – 2016

Skype for Business, WebEX use knowledge

Printer paper jam clearing, consumables change, Ricoh, Xerox, Zebra, HP brands

Use of Google for search

Knowledge of Audio-visual systems, especially: Polycom, Tandberg

Patch cabling capability, with outcome of high standard

Knowledge, Experience and Skills:

  • Fluency in English both written and oral is imperative
  • Min 3 Years’ experience in customer support or application support required
  • 3rd level IT related degree desirable
  • MCP and Microsoft software certification desirable
  • Excellent communication skills with the ability to support clients remotely
  • Experience in adhering to KPIs
  • Excellent time management skills and ability to work under time pressure
  • Base understanding of Microsoft Active Directory
  • Understanding of ITIL framework
  • Previous 1st Line experience
  • Full Clean Driver Licence

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