Location: Co. Mayo
Job Type: Contract (9 months initially, potential extension up to 2 years)
Work Type: Fully onsite & 3 days per week only
Role Type: Deskside Support
Overview of Role
Our client has requested a L2 Deskside Support Engineer that will function as a key contact point for ICT-related issues within the Co. Mayo office. The role involves providing deskside and general IT support, ensuring tickets are managed efficiently, maintaining service quality within agreed SLAs, and contributing to the continuous improvement of ICT operations.
Role & Responsibilities:
- Serve as a single point of contact for all ICT-related issues via multiple channels (deskside, phone, voicemail, email, chat, and online ticketing).
- Categorise ICT tickets (events, incidents, problems, and requests) accurately for efficient resolution and reporting.
- Deliver deskside support services to end users, maintaining a high level of customer service.
- Resolve incidents within agreed Service Level Agreements (SLAs).
- Escalate unresolved tickets to the appropriate resolver groups within the ICT Unit or external providers.
- Provide weekly reports on ICT service levels and performance metrics.
- Support scalability by ensuring the ICT Service Desk can accommodate future growth in services, applications, and users.
Skills, Qualifications & Experience:
- Proven experience in deskside or IT support roles (Level 2 or equivalent).
- Effective communication and critical thinking skills with a customer-focused mindset.
- Familiarity with ticketing systems and IT service management tools.
- Knowledge of ITIL processes (incident, problem, and request management).
- Understanding of GDPR compliance in ICT environments.
- Ability to work effectively both independently and within a team.
Experience:
- Minimum of 2-3 years' experience in a similar desktop or deskside support role.
- Record of meeting SLAs and delivering timely technical support.
- Experience supporting Microsoft Office suite, Windows environments, and standard business applications.
Education & Certifications:
- Relevant third-level qualification in IT or related field.
- Industry certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation desirable.
Visa:
- Irish/EU Citizen or Stamp 4 Visa holder.
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