Service desk

Job Description

• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
• Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations.
• Coordinate desktop changes to avoid deployment collisions.
• Prepare requests for rollout
• Coordinate implementation process
• Keep track of request and make sure they are implemented as planned
• Participate in incident handling concerning desktop changes
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
• Perform centralised remote/soft IMACs through Remote Desktop support tools
• Managing user account across applications running on various platforms like IBM[1]AIX, Windows, Active Directory, etc
• To create and administer LAN accounts of the users
• To create and administer various shared resources e.g. Distribution Lists, Directories etc
• Ensure that the customer has the appropriate access to the tools to support the business in an efficient way
• System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping • Create LAN and/or E-mail account for the users and administer them.
• Grant permissions on various network resources available to users.
• Creation and administration of Global groups.
• Creation and modification of exchange resources like Distribution Lists, Shared E[1]mail account, Shared Calendar and Conference Rooms.
• Creation of New Directories as per the customer guidelines and grant permissions on them.
• Setting up shares as per the client standards and granting permissions on them.
• Creation, modification and deletion of user accounts on AIX.
• Creation, modification and deletion of users accounts on AD and any other systems.
• Perform development and maintenance of knowledge base for the User Account Maintenance Processes
• File share permissions and user access Compliance verification

Skills and Abilities

Candidate have ability to successfully provide hardware/software/network problem analysis and resolution support over the phone and you have hands-on work experience with Windows Operating systems, Windows7, Windows 2000, Win 8+ and Win 10, etc, with a knowledge of Active Directory and/or Office 365. e experience of supporting Windows 2000, Windows 2003, Windows 2008, Windows 2012 and Exchange 2003/2007. Must be fully authorised to work in Ireland Experience of any of the following would be desirable (but is not essential)

• Understanding and experience of change management process.
• ITSM ticketing tools such as Remedy, Service Now.
• Remote desktop connectivity applications like Skype for Business, Windows remote assistance etc.
• Knowledge of Remote Desktop tools
• Working knowledge of ticketing system for Incident management.
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• VPN and remote dial-in users
• MCP/MSCE/MSCA or HDI CSS or Cisco certification
• ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem and Change Management