Helpdesk Support

IT Department

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Job Purpose:

The primary function of this role is to provide first and second level Help Desk functions and support for end users in a friendly, efficient and professional manner, to ensure the smooth operation of the company’s IT infrastructure.

Key Responsibilities:

  • Provide support and act as the 1st point of contact on the Service Desk for routine problem identification and resolution resource
  • Provide support for servers and Telecommunications infrastructure

  • Provide direct technical support to end-users for all IT and Telecom related issues for hardware and software. Support includes: installation, configuration, monitoring, diagnosing, repairing, maintaining, and upgrading of new and existing desktops, laptops, peripheral equipment, approved PC software, workstations and servers running Windows operating systems, Linux operational systems, network connectivity, network printing, and any other hardware/software issues

  • You’ll escalate any unresolved problems, follow up support requests and provide regular updates to users on the progress of their issues

  • Log, track and resolve incoming incidents and service requests from end users via telephone, portal and email

  • Configuration, deployment, administration and support of IT assets, including PCs, laptops, tablets, mobile phones, etc.

  • Utilize IT Service Desk technical support software to track all service and trouble tickets involving support to end-users, ensuring that SLAs are met

  • Provide support using remote connection tools, where remote fixes are not possible, provide desk-side assistance at a suitable time

  • Management of printer consumables, ensuring that adequate stocks are maintained

  • Work with third party providers as required, providing assistance wherever necessary and appropriate, ensuring a high level of service is provided

  • Provide IT training to staff as and when required

  • Take ownership of problems and try and come up with pro-active solutions seeking support from Senior IT Administrator when needed

  • Perform system related daily processing and operational support needs for all areas as required.  Ensure all daily jobs are completed according to established procedure. 

  • Support with projects in relation to IT needs as and when required

  • Create and update documentation and carry out administrative tasks as required

  • Ensure efficient and effective department operations by providing back-up support to IT department personnel in performing daily tasks as needed.

  • Travel to other offices when needed

  • Other duties as assigned by Senior IT Administrator

 

Key Attributes:

  • Previous experience in an IT support role would be beneficial

  • Graduate who has completed a course in an IT related discipline

  • Experience in deploying end users workstations would be preferable

  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP

  • Strong communication skills demonstrated through interaction with employees and creating documentation

  • Helpful and analytical, you must also have excellent problem-solving skills and the ability to prioritise and manage your workload effectively

  • Highly self-motivated and directed

  • Ability to work effectively and productively with others

  • Ability to be flexible and responsive in order to provide the highest quality of service to employees/end users

  • Ability to be thorough, accurate and attentive to detail

  • Highly organised and has an ability to multi-task and work under pressure

  • Flexible attitude to working hours - to cover system failures, etc.

  • Microsoft Certifications are an advantage or willingness to work towards achieving further qualifications.


About us:

Established in 1999, ALD Automotive has grown to become one of Ireland's largest fleet management companies with a team of over 70 dedicated staff. We pride ourselves on exceptional service with our mission being to deliver the highest standard of fleet management services through innovation and technology while investing in our team to surpass customer expectations. ALD Automotive are the leasing division of Société Générale Bank. ALD Automotive manage over 1.7 million vehicles across 43 countries. Their philosophy is to act locally and think globally.

Personal Data:

If you submit your CV to us, you are consenting to your personal data being retained by us for up to 12 months. If you do not wish for your details to be stored please email careers@merrionfleet.ie stating this and we will ensure that such information is not stored other than for the purposes of this application.

We are an equal opportunities employer.




Published at 07/01/2020

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If you submit your CV to us, you are consenting to your personal data being retained by us for up to 12 months. If you do not wish for your details to be stored please email careers@merrionfleet.ie stating this and we will ensure that such information is not stored other than for the purposes of this application.
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  • ALD Automotive

    Email: info@merrionfleet.ie

    Address

    15/16, Holly Avenue,
    Stillorgan Business Park,
    Dublin, Ireland.
    A94 XA72

    Phone Number

    +353 (01) 206 1118