It Level 1 – Service Desk Coordinator

It Level 1 – Service Desk Coordinator
Company:

Techno Global Team


It Level 1 – Service Desk Coordinator

Details of the offer

Position Title:IT Level 1 – Support Dispatch Administrator//Shift Schedule:Mid Shift
Let’s intensify your IT skills and enrich your experience!
Be part of one of our prestigious campaign, eXpd8 Ltd. and start delivering world class service!
This campaign is privately owned and operated Irish software and services company which provides innovative technologies used by legal firms, accountants and professional services.
So who are we, and what can you expect from us?
Straight up, you can expect us to treat you as equal. Our culture is based on ensuring a stable, secure environment with an emphasis on family and support as you would expect from any Team. We provide great benefits and services for you and your family and strive to provide an environment in which you can strive to be your best. The management and client strong believe in an open and friendly approach which allows you to have a say in your career and growth path.
To swiftly reach our IT Level 1 – Service Delivery Coordinator target, we are eager to search for people who has the following:
Demonstrate IT competencies in the following areas;– Microsoft desktop software and applications, Backup & recovery technology (local/cloud), Office 365 / Azure Cloud, Systems Administration (Active Directory, Group Policy), Hardware (PCs, laptops, printers/scanners, mobile devices), AV/Anti-Spam/Filtering Software.
Here’s the job summary:
Reporting to the IT support manager
Be the first point of contact for the client. Answer and Process all incoming telephone requests, logging them on our ticking system in real time.
Assign tickets to support desk resources based on skillsets and workload
Daily review of all agent aged tickets and ensure update and progress to next stage (ideally to resolution). Ensure details are current on each ticket and the next stage of works are detailed in the system. Ensure anything over 3 days old is escalated to next level of support management. Ensure all ticket statuses are correct and current
Review “In Progress” and “Resolved” tickets to ensure hours worked are captured against the tickets
Monitoring of Supportdesk dashboards and escalating alarms
Management of all Service Boards relating to Support
Schedule any onsite works effectively based on orders on the installations Service board and their geographical location. Scheduled times should reflect labour hours sold on individual orders.
Schedule tickets from the alerts board effectively to the Support agents ensuring the daily ticket processing is not adversely affected
Report metrics daily/weekly to the Support manager. Escalate any issues that need reallocation or immediate attention.
Assist in evaluating new services, processes and technologies introduced to the Support team.
Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
Work with departmental staff to promote, develop, and maintain high standards of customer service.
Review and update of client information on the company ticketing system.
Where necessary, analyse and resolve any level 1 issues logged by clients
Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
Assist in evaluating new services, processes and technologies introduced at the helpdesk.
Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
Work with departmental staff to promote, develop, and maintain high standards of customer service
Tick all the boxes? Then it’s YOU we are looking for.
Our Hiring Process

APPLY NOW and start building your CAREER with a company that brings out the BEST in YOU!

Requirements


Knowledges:

  • Desktop
  • PROGRESS
  • Tax Law

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