Responsibilities
- Act as the primary contact for receiving and addressing technical support requests through phone, email, or chat channels.
- Deliver high-quality customer service while fostering positive relationships with end users.
- Handle escalated issues with composure and professionalism.
- Be physically present at client sites to provide hands-on support with a focus on user empathy.
- Provide dedicated technical assistance to high-priority individuals, including executives.
- Record, track, and manage incidents, service requests, and inquiries using ServiceNow ITSM or equivalent systems.
- Conduct initial diagnosis and troubleshooting for hardware, software, network, and audiovisual issues.
- Resolve incidents promptly in accordance with defined Service Level Agreements.
- Keep detailed and accurate records of incident details, solutions, and troubleshooting procedures.
- Support the creation and upkeep of an accessible IT knowledge base.
- Monitor system performance to detect and address potential problems early.
- Carry out regular system, application, and network health assessments to maintain peak performance.
- Respond to system alerts to prevent issue escalation.
- Configure and deploy laptops, mobile devices, and associated peripherals for new or existing users.
- Coordinate with third-party vendors and courier services as needed.
- Administer user accounts, access permissions, and security rights.
- Install, update, and patch software in compliance with organizational policies.
- Track and manage IT equipment inventory and oversee device lifecycle processes.
- Perform routine maintenance tasks such as software updates, patching, and data backups.
- Support and maintain audiovisual systems for meetings and corporate events.
- Work with higher-tier support teams to resolve complex or recurring technical issues.
- Test and validate disaster recovery and business continuity plans.
- Engage in continuous learning and professional development to stay current with evolving technologies.
Work Arrangement
On-site — Dublin, Republic of Ireland
Work Arrangement
On-site — Dublin, Republic of Ireland
