February 9, 2021

Helpdesk Engineer - Level 1

Job Description

Job Specification:

The successful candidate will provide 1st level ICT technical support to users and ensure all calls are resolved in an effective and timely manner.


•         Provide 1st level ICT technical support.

•         Ensure all calls are resolved in an effective and timely manner.

•         Log all ICT Service Desk calls on Call Logging System

•         Log all relevant calls with 3rd Party Suppliers, maintaining a list of equipment taken off-site and following up on outstanding calls.

•         Provide long lasting solutions for regularly occurring problems

•         Coordinate and liaise with 3rd party vendors providing ICT services.

•         Assisting in planning and implementing the rollout of new software applications, operating systems, hardware etc. to users.

•         Provide 1st level infrastructural support.

•         Computer Operations duties (e.g. Administration System).

•         From time to time it will be necessary to work out of hours to resolve problems or work on projects.

•         To monitor users via Service Desk activities and identify opportunities for improved or new services.

•         Constantly review the processes within the Service Desk and provide opportunities for improvement where necessary.

•         Participate in the on-call support service operated by the Information Technology Department.

•         Work in close cooperation with other members of the ICT team, in particular Network Administration, in order to deliver quality services to our users

•         Participate in administrative/clerical functions for the Department to include:

•         Maintaining / Filing all relevant documentation / application forms / contracts etc.

•         Monitor and maintain adequate stocks of stationery /consumables

•         Purchasing Duties

•         Dealing with ICT Service Desk mail

•         To partake in other adhoc duties within the ICT Department which may arise from time to time.

•         Continuous self-education in matters relating to the position including maintaining an awareness of ICT innovations and trends and advising the ICT Service Desk Supervisor / ICT Team


•         The candidate must have an Information Technology 3rd level qualification or equivalent.

•         The candidate must have experience of working in an ICT Service Desk.


•         It is desirable to have industry level qualifications / certifications (e.g. Microsoft)

•         Experience of working in Information Technology.

•         Two years or more experience of working in an ICT Service Desk is desirable

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Dublin, IE
Career Level
Experienced (Non-manager)
Associate Degree
Job Type
Job Last Updated
June 11, 2021


Jason McLoughlin
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