IT Deskside Support

IT Deskside Support

Our client, a multi-national FMCG firm, are looking to recruit an IT Support executive for an internal Deskside support role. The Deskside analyst is an on-site customer facing role delivering a Deskside IT Service Desk and End User IT support to 2 locations and off-site customers.   He / she will be a customer focused individual with the ability to build strong relationships with all employees, up to CEO level, whilst improving the colleagues experience of IT services and performance. The Deskside analyst will be expected to have strong communication skills and have worked in a similar deskside as well as remote support environment previously.

He / she will become the point of contact for support and escalations for service issues and will need to work with partner teams, sharing knowledge and driving continuous improvement.

The Role:

• Accountability for all tickets logged (incidents and service requests) to ensure a timely resolution and following an ITIL framework (Incident, Change and Problem Management) where relevant;
• Support in installing, configuring, and trouble-shooting new software, updates and patches.
• Troubleshoot & facilitate resolution of end-user hardware issues including but not limited to laptops, desktops, printers (network and local), iOS devices (mobile phones and tablets) and videoconferencing equipment.
• Be aware of and vigilant towards Team KPIs and Support Partner SLAs
• Customer Focused and ensuring our end-user expectations are always met where possible, if not then regularly updating them with progress being made on their issue to maintain the reputation of IT Operations and the Deskside Team.

The Person:

• Ideally 6-12months in a customer-facing, analytical role providing IT support;
• Ability to communicate in a clear and concise manner to all levels including Senior Management;
• Driving licence essential;
• Exceptional troubleshooting and problem-solving skills;
• Takes an analytical approach to problem solving and demonstrates a rigorous attention to detail;
• Customer focused with a passion and drive for Customer satisfaction and delivering Business value;
• Experience of working with outsourced IT support partners (offshore and on shore);
• Troubleshooting of Microsoft patches, software deployments, disk encryption policies, group policies and Antivirus software (Windows Defender, McAfee);
• Strong understanding of Collaboration Platforms (Teams, BT Meet Me) and any corresponding audio-visual equipment and meeting room technologies;
• Knowledge and experiencing of supporting corporate scale iPad and iPhone-based end-user environments;
• Excellent understanding of networking basics/TCP/IP including DNS, firewalls, basic Wi-Fi knowledge
• Microsoft Certifications are desirable including any other supporting Technical Skills for the following:
  • Active Directory (strong)
  • MS Office (All elements) up to and including Office 365
  • Apple Operating Systems
  • Microsoft Tools such as Intune, SCCM, Admin Centre
• Basic understanding of Software licensing;
• Commercial focus and awareness;

For more information please call Keith on 01 912 1892 or Email Keith@executiveedge.ie