Company Description:

 

Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Cork, Auckland, and Foster City. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements. 

 

Duties & Responsibilities:

 

  • Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
  • Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
  • 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.

 

Job Objectives:

 

  • Main Purpose: To provide technical IT Help Desk analysis and solutions to our clients.
  • Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
  • Assess and resolve customer IT queries for First line support, using judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
  • Monitor and update call logging system, ensuring customers receive top level service

 

Knowledge, Experience and Skills:

 

  • Fluency in Italian & English languages
  • 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

Apply for position now

Data Privacy Statement