Senior System Administrator – Dublin
January 23, 2020
Field Service Engineer – Belfast
February 27, 2020

Service Desk Team Lead

ICT Services are currently seeking a Service Desk Team Lead, working on one of our customer sites in the Dundrum area.  This is a full-time position working on a rotating shift.

The duties of the role include:

  • Provide Level 1 remote and deskside support services to end users.
  • Effectively manage a team of Engineers
  • Troubleshoot PC related problems either via phone, remote tools or desk side support.
  • Complete incidents and requests with SLA in pressurised environment.
  • Participation in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.
  • Escalate unresolved issues to designated service group or client help desk.
  • Handle escalations from team members.
  • Works collaboratively in a team environment.
  • Support a variety of platforms including both Linux & Windows

Essential / Minimum Criteria

  • Excellent communication skills, fluent in English, approachable and a people person.
  • 2 year + experience in a similar, onsite helpdesk lead position
  • Experience with change control (ITIL best practice or ITIL foundation certified).
  • Candidates should have a high level of motivation and focus on their daily task.
  • Demonstrate IT competencies in the following areas;
  • Windows XP / 7/8
  • Linux OS
  • MS Office 2007 / 2010

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