Deskside Support Level 2 - Cork

Deskside Support Level 2 - Cork

Location:
Cork
Type:
Contract
Category:
Salary:

Salary is  €29,000 pro rata. 

Experience required:
2-3 Years

This is an excellent opportunity for an experienced candidate to develop their career in a multinational tech company within a global, team-oriented and collaborative workspace.

The primary role of the Workplace Technology Support Technician is to provide End User Computing support and delivery of agreed services to the WTW colleague base through the support approaches of Desk Side support, either in a fixed location or dispatched to regional locations.

This role, as secondary responsibilities, also includes remote access support, AV support including Video Conferencing, staff relocation moves and changes, and senior executive support.

The Workplace Technology Support Technician maintains responsibility for the day-to-day operations of the WTW offices, utilising current procedures, adhering to performance metrics, resolving support requests and escalating key technical issues for management input and guidance as required. The Workplace Technology Support Technician is responsible for helping identify, analyse, document and facilitate implementation of solutions for both short term tactical as well as longer-term solutions to improve efficiency, effectiveness and service quality.

The Role

Maintaining and supporting the Workplace Technology estate to the approved global hardware standards utilising agreed Global Images, processes, procedures and workflows including security controls
Providing support and delivery of Corporate Approved applications and services, including Windows 7, Windows 10, Office including Exchange and Skype, SCCM, Endpoint Encryption and Antivirus services
Providing user support for corporate provided mobile device hardware and Mobile Iron enterprise services
Adhering to agreed SLAs and metrics utilising the ITSM platform (ServiceNow) for call management and escalation as appropriate
Assist in the identification, implementation and, where needed, documentation of remediation activities
Input into Continuous Service Improvement for delivery of services, including process enhancements, Knowledge Base articles, and user training material
Build and maintain strong relationships and awareness with the team and cross-functional IT colleagues, business colleagues and key stakeholders
Support of Real Estate activities, including colleague moves, office relocations, integrations and closures
Providing value-added service through Senior Executive Support, when required
Provide user training and guidance through various methods, including face to face and group sessions
To meet service demands, and from time to time, the role may also include the requirement to work from office locations other than the base locations

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