Desktop Support Specialist - INTL Ireland

Job Description

The role of the Helpdesk Technician is to assist internal PCI customers with IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution however the Help Desk Technician is responsible to ensure that an effective solution is provided to the user.

Main Responsibilities:

• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
• Engages in research and in-depth troubleshooting to resolve technical issues. Consults with specialized technical staff when necessary.
• Records customer and problem information in PCI's Work Order System. Updates tickets with activities and closes tickets with resolution entered upon completion of the job.
• Resolves work orders and escalates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Monitors spam filtering and internet logs.
• Keep track of all company software licenses.
• Quoting and ordering of IT components.

Skills and Requirements

• Demonstrable experience in the operation & support of desktop based systems.
• Good presentation skills & the ability to provide effective training to others.
• Able to present information to non-technical colleagues.
• Intermediate IT skills; able to demonstrate good technical knowledge of; Microsoft Operating Systems & software packages.
• 5 GCSEs or equivalent to include English & Math or equivalent.
• Desktop certifications preferred.
• Degree or equivalent gained in the field of IT/technology.
• Understanding of GMP.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].