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Desktop Support Technician II

Job Title: Desktop Support Technician II
Contract Type: Temporary
Location: Galway
Industry:
REF: 86978
Job Published: 8 months ago

Job Description

Contact: Aoife O Reilly
Email: aoife@hero.ie
Telephone: 086-0468858

Desktop Support Technician II

Our client, a medical device company in Galway are currently looking to recruit a Desktop Support Technician II for their site.

Main Duties for this Desktop Support Technician II role include:

Co-ordinate requests and resolves Tier 1 client technical issues to return the client to productivity as quickly as possible; adhere to signed service level agreements with Business Units.
Resolve client Tier 1 technical issues:
? Co-ordinate all requests either by phone or mail through the helpdesk ticketing system to appropriate IT functions.
? Isolate and determine root cause of technical problem based on client input and remote management technology
? Determine effective resolution of issues by troubleshooting and analyzing system issues.
? Determine business impact of problems based on Business Unit criteria
? Interact with internal and/or external escalation resources to resolve technical issues
? Recommend current supported software applications and hardware appropriate to best meet client requirements
? Create and update knowledge base to improve service to clients including: develop written procedures, tips, reports, and support related material
? Acquire and maintain knowledge on newly purchased and existing supported desktop software, hardware, and systems
? Work on tasks to develop and/or address process improvements, training, knowledge transfer, reports, and documentation
? May coordinate communication and troubleshooting to determine impact of major system outages which effect the entire organization
? Assist with the testing of new or upgraded PC software and hardware releases as requested
? Use of Lean tools and techniques to improve the IT service to internal customers.


For further information on this Desktop Support Technician II role in Galway please contact Aoife O Reilly on 086-0468858 / aoife@hero.ie
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